bluuebunny/crossref_metadata_2025_split huggingface dataset:
Business (not) as usual: crisis management, service recovery and the vulnerability of organisations
Authors: Smith Denis 
Published: September 2005

PurposeThis paper is concerned with an exploration of crises within the service sector. The paper proposes setting out a thesis that places “management”, as both a function and a process, at the centre of crisis generation and response rather than simply in terms of “continuity management” or service recovery. The paper argues that the nature of interactions within a service sector context generates significant problems of emergence that, in turn, create vulnerability within organisations. The paper aims to conclude by offering suggestions regarding the various points of intervention that are available to organisations.Design/methodology/approachThe paper explores the nature of crisis with particular reference to the service industries. The paper is conceptual in its scope, although it draws on a number of research‐ and consultancy‐based investigations.FindingsThis paper has sought to identify three of the key elements of the crisis management literature: namely vulnerability, emergence and the barriers to learning. Each of these offers quite fundamental challenges to the practice of service recovery by highlighting the need to address both the prevention and response dynamics of the crisis process. The paper outlines the theoretical aspects of failure and outlines the process of vulnerable pathways within organisations.Research limitations/implicationsThe conceptual framework needs to be applied to specific cases of crisis in order to validate the framework.Practical implicationsThe interdisciplinary approach seeks to outline key issues facing practitioners around the development of contingency plans and the limitations that such plans have embedded within them.Originality/valueThe paper seeks to develop understanding of the nature of vulnerability within organisations and outlines a conceptual framework for the analysis of escalation within organisations.
When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining
Authors: Reynolds Kate L. , Harris Lloyd C. 
Published: September 2005

PurposeProposes responding to earlier calls for further research into “fraudulent” or “feigned” customer complaints, and providing insights which explore and describe the motivations and forms of such deliberate “illegitimate” customer complaints.Design/methodology/approachCritical incident technique was utilized in analyzing 104 interviews with customers who had knowingly made an illegitimate complaint within the six months prior to the interview. Data collection stopped at the point of theoretical saturation and was subsequently analyzed according to the coding procedures advocated by Strauss and Corbin (open, axial and selective coding).FindingsTwo key insights emerged from data analysis. First, coding procedures revealed four distinct forms of customer complainants. These are labeled; “one‐off complainants”, “opportunistic complainants”, “conditioned complainants”, and “professional complainants”. Second, six main motives for articulating fraudulent complaints were uncovered during data analysis. These are termed; “freeloaders”, “fraudulent returners”, “fault transferors”, “solitary ego gains”, “peer‐induced esteem seekers”, and “disruptive gains”.Research limitations/implicationsThe study is constrained by its exploratory design and qualitative methods employed. Subsequently, future studies could employ survey methods to improve empirical generalizability. Future studies could adopt a more inclusive approach and incorporate insights from employees, managers, and other relevant actors within service encounters.Practical implicationsPractical implications highlighted by the study include a need for businesses to examine and, in many cases, reevaluate their personnel training, customer complaint and service recovery procedures. Furthermore, managers may wish to enforce mechanisms wherein customer complaints are monitored and tracked in a manner that assists in the identification and challenging of re‐offending fraudulent complainers.Originality/valueThe study constitutes the first systematic attempt to explore and describe illegitimate customer complaining behaviors.
Organizational citizenship behavior in school
Authors: Bogler Ronit , Somech Anit 
Published: September 2005

PurposeOrganizational citizenship behavior (OCB) has received much attention in the past decade as scholars have recognized its significant impact on the success of organizations. The current study seeks to enrich our understanding of citizenship behavior in the school setting by identifying the main factors that may enhance this behavior among teachers.Design/methodology/approachSpecifically, the paper examines the direct effect of teachers' participation in decision making (PDM) on their OCB, and the impact of teacher empowerment, as a mediating variable, on this relationship. Data were collected from 983 teachers in 25 junior and 27 senior high schools in Israel.FindingsHierarchical regression analyses revealed that teacher empowerment played an important role in mediating the relationship between teachers' PDM and OCB. Involvement in decision‐making processes induces teachers to take on new roles and have a more direct impact on school life, which in turn might lead them to invest extra efforts in achieving school objectives. Principals and school administrators should acknowledge the importance of empowerment to teachers, and involve teachers in decision making within the managerial arena too.Originality/valueThe results of the study contribute to our understanding of the way PDM and OCB interact in schools, and the importance of teachers' sense of empowerment in explaining this relationship. Future research should further investigate the organizational citizenship within schools as little research has been conducted to date.
The roles of collective efficacy of teachers and fiscal efficiency in student achievement
Authors: Cybulski Timothy G. , Hoy Wayne K. , Sweetland Scott R. 
Published: September 2005

PurposePublic schools in the USA face increased pressures for more accountability and improved performance. The objective of this study was to wed two previously separated theoretical strands of educational research – economic theory and organizational theory – by using variables from each theory base to develop, compare, and test a series of explanatory models of student achievement.Design/methodology/approachA diverse set of schools was provided by 146 elementary schools in Ohio. Teachers in sample schools provided data on the collective efficacy of their schools and the Ohio Department of Education supplied demographic and achievement data. An ex post facto design was used to test a theoretical set of hypotheses and several structural models. Data were collected from the teachers in each school during regularly scheduled faculty meetings and analyzed using correlation analysis and structural equation modeling.FindingsCollective efficacy of teachers in these elementary schools had a positive direct effect on student reading and mathematics achievement, even when controlling for SES and prior achievement; however, school efficiency was unrelated to both collective efficacy of teachers and student achievement.Originality/valueThis study weds two previously separated theoretical strands of educational research – economic theory and organizational theory – by using variables from each theory base to develop, compare, and test a series of explanatory models of student achievement.
Teacher team commitment, teamwork and trust: exploring associations
Authors: Park Sungmin , Henkin Alan B. , Egley Robert 
Published: September 2005

PurposeTo investigate relationships between teamwork, trust and teacher team commitment.Design/methodology/approachResearch has confirmed the value‐added effects of organizational commitment in terms of job performance, organizational effectiveness, and employee retention. This study focused on teacher teams as the unit of analysis, and posited associations between teamwork, viewed as team skills, trust and teacher team commitment. Data were derived from responses of elementary school teachers to an instrument including established measures of teamwork component skills, affective‐ and cognition‐based trust, and team commitment.FindingsTeamwork was found to be a significant predictor of teacher team commitment. Respondents showing higher levels of teamwork skills perceived higher levels of team commitment. Results, while not entirely confirmatory, suggested the importance of trust in the commitment equation.Research limitations/implicationsThis research was limited by the study sample of elementary schools. Future research should test initially confirmed associations in different school contexts with substantially dissimilar teacher demographics, and include consideration of dispositional antecedents that may impact teacher perceptions.Practical implicationsSchool leaders concerned with teacher commitment and related implications for teacher retention should consider strategies to strengthen performance‐enhancing teamwork and support satisfying teaming processes.Originality/valueThis study provides an initial understanding of teacher teamwork and affects on commitment in the context of teams viewed as building blocks of organization in locally‐managed schools.
Perspectives on public relations training in international schools
Authors: Bunnell Tristan 
Published: September 2005

PurposeEvidence from the UK shows that public relations (PR) in schools initially met with resistance but has since entered a second phase, that of “post marketisation”. But, it is still believed that unqualified and untrained administrators practise it in schools. Little formal research has been undertaken into this, especially among the growing body of schools called “international schools”. The purpose of this paper is to address this issue.Design/methodology/approachResearch was undergone among the training background and needs of the PR practitioner (PRP) in 34 international schools in 22 countries worldwide.FindingsEach school had a designated PRP who is largely untrained and unqualified. A range of induction and ongoing training needs were identified which do not presently seem to being met.Research limitations/implicationsThis paper deals specifically with the diverse body of “international schools”. The findings cannot automatically be applied to other types of institution.Practical implicationsIt is suggested that these training needs have to be met largely from within the school itself. Deming's four total quality management principles of “profound knowledge” are used to conceptualize what these needs might be.Originality/valueThis paper resurrects the issues and problems facing the practical implementation of PR in some schools. It raises the issue that international school managers ought to give more regard to both the induction and ongoing training needs of the PRP within their own institution, making it more of a “learning organization”. It also offers a pragmatic training role for the fledgling body called the “Alliance for International Education”.
Determinants of rural‐urban variability in the implementation of educational decentralisation programmes in developing countries
Authors: Ikoya Peter O. , Ikoya Oluremi V. 
Published: September 2005

PurposeThe purpose of this research is to identify some determinants of rural‐urban disparity in the implementation of decentralised educational management programmes in Nigeria.Design/methodology/approachThe study examines how political leadership's disposition to decentralised educational management, allocation of funds and physical facilities established for decentralised educational management programmes differ in rural, suburban and urban communitites of Nigeria. Employing a survey design, the study uses national survey data on educational statistics and planning of the Federal Ministry of Statistics, in addition to the administration of questionnaires to 200 key stakeholders in educational management. Sampled groups included political leaders, policy makers in educational administration, traditional rulers, women leaders, leaders of different unions and the youths.FindingsData collected were analysed using comparative means and findings show that several facts are responsible for the reported disparity between rural, suburban and urban communities in the implementation of educational decentralization programmes. These factors ranged from inequitable distribution of physical facilities, to poor leadership disposition, to decentralised educational management functions.Practical implicationsThe implication of the findings from this study is that in spite of the rhetorics of universalisation of educational developments, national policies and attitude towards implementation of decentralised management reform programmes is still low, particularly in rural and suburban communities.Originality/valueHopefully, findings from this study would provide practical solutions to existing disparity between rural, suburban and urban communities in the implementation of educational decentralization programmes in Nigeria, since some of the impending factors for current disparity have been identified in this study.
An XML‐based architecture for data integration in vulnerability assessments
Authors: Blyth Andrew , Thomas Paula 
Published: September 2005

PurposeOne of the problems facing systems administrators and security auditors is that a security test/audit can generate a vast quantity of information that needs to be stored, analysed and cross referenced for later use. The current state‐of‐the‐art in security audit tools does not allow for information from multiple different tools to be shared and integrated. This paper aims to develop an Extensible Markup Language (XML)‐based architecture that is capable of encoding information from a variety of disparate heterogeneous sources and then unifying and integrating them into a single SQL database schema.Design/methodology/approachThe paper demonstrates how, through the application of the architecture, large quantities of security related information can be captured within a single database schema. This database can then be used to ensure that systems are conforming to an organisation's network security policy.FindingsThis type of data integration and data unification within a vulnerability assessment/security audit is currently not possible; this leads to confusion and omissions in the security audit process.Originality/valueThis paper develops a data integration and unification architecture that will allow data from multiple vulnerability assessment tools to be integrated into a single unified picture of the security state of a network of interconnected computer systems.
Information systems security issues and decisions for small businesses
Authors: Gupta Atul , Hammond Rex 
Published: September 2005

PurposeThe objective of this study is to gather information about information technology (IT) related security issues in small firms in both manufacturing and service.Design/methodology/approachDespite its widely acknowledged importance, the academic research in the area of information systems security issues for small businesses is almost negligible. To fill this gap, a questionnaire was mailed to 1,000 small business owners in Lynchburg, Virginia, USA, and 138 valid responses were received.FindingsThe results of this study indicate that the small business owners may have procedures and policies in place and may use technologies to counteract the security threat, but this research raised doubts about their effectiveness.Originality/valueThe data collected through this research will help small business organizations in planning, training, and exploitation of IT.
What ERP systems can tell us about Sarbanes‐Oxley
Authors: Brown William , Nasuti Frank 
Published: September 2005

PurposeTo provide background for senior and middle management in information technology organizations who may be in the implementation phase of compliance for Sarbanes‐Oxley (SOX). As the information technology (IT) organization looks forward to additional compliance or other IT control frameworks such as COBIT, the paper can help construct a roadmap. Other audiences include senior management, accountants, internal auditors, and academics who may wish to evaluate the impact of SOX on the information technology organization.Design/methodology/approachSOX is surveyed to understand the four major compliance areas that must be supported in the IT organization. Recently published works are integrated into an evaluation of enterprise resource planning (ERP) research to identity several ongoing themes that point to practical advice for implementing SOX. The private sector of US business is saturated with ERP applications and provides a useful benchmark of what to expect with SOX compliance. The sections of this report include: SOX and IT governance; ERP systems: recurring themes; after the initial implementation of SOX; frameworks to support SOX compliance; IT governance and SOX: where we go from here; to best practice and competitive advantage; and conclusion.FindingsCompetencies in several related core disciplines including project management, change management, and software integration should be the top priority for SOX implementation. Enterprise architecting and related areas such as security and outsourcing can be managed more effectively with the appropriate competencies.Research limitations/implicationsThe authors' observations are based on several research reports but are not exhaustive, and are not specific to a particular industry.Originality/valueThe content is a very useful source of information for senior management, IT management, accountants, auditors, and academics to understand the impact of SOX on the IT organization and how to develop a roadmap to respond.
Dynamic content attacks on digital signatures
Authors: Alsaid Adil , Mitchell Chris J. 
Published: September 2005

PurposeAims to address some of the problems that arise when signing digital documents that contain dynamic content.Design/methodology/approachBriefly introduces the problem of signing digital documents with dynamic content and discusses possible locations for signature functionality in a computer system. Outlines existing solutions to the problems and introduces a novel solution. Finally, discusses issues and unresolved problems.FindingsThe suggested solution requires all document handling applications to possess application awareness of the digital signature program in order to function properly. Every application must implement a COM interface and register itself in the Registry, in a locale specific to the digital signature program to sign the digital document.Originality/valueProvides a new solution to the problem of digitally signing a digital document.
Academic entrepreneurship
Authors: Brennan Michael C. , Wall Anthony P. , McGowan Pauric 
Published: September 2005

PurposeThe aim of the paper was to investigate entrepreneurship in a university setting and in particular amongst university managers, established academic entrepreneurs and nascent academic entrepreneurs. The purpose was to better understand the enablers and barriers to entrepreneurship taking place.Design/methodology/approachA qualitative, sense‐making methodology was used involving a single case method and a purposeful sampling approach. A three‐stage design strategy consisted of: identification of key themes by questioning university policy makers, managers and academic entrepreneurs; development of a questionnaire to profile academic entrepreneurs; and use of the questionnaire to assess preferences amongst nascent academic entrepreneursFindingsFour types of academic entrepreneur (hero, maverick, broker and prospector) were identified based on different approaches by individual academics to the use/production of discipline knowledge and the nature of their relationship with the host university.Research limitations/implicationsThe single case research is perceived as a limitation. Future studies will involve refining the level of analysis in terms of different disciplines and institutions.Practical implicationsThe results suggest that interventions to promote entrepreneurship within universities ought to consider different strategies in order to take account of preferences amongst nascent entrepreneurs.Originality/valueThe paper looks at entrepreneurship in universities from a corporate perspective rather than from an individual perspective. The powerful influence of the university organisational setting is therefore recognised in terms of the creation of enablers and barriers to academic entrepreneurship taking place.
Entrepreneurial learning: a narrative‐based conceptual model
Authors: Rae David 
Published: September 2005

PurposeEntrepreneurial learning is an important area of enquiry which is not well understood in either the academic study of entrepreneurship or the practical development of new entrepreneurs. The article aims to explore two questions: first, how do people learn to work in entrepreneurial ways – are there significant processes and experiences in their learning, which can be related to existing learning theories? Second, can a useful framework to understand entrepreneurial learning be developed and applied both in entrepreneurial practice and conceptually by educators?Design/methodology/approachThe article includes a brief critical review of the theoretical literature in the areas of entrepreneurship and learning. Thematic discourse analysis is used to interpret the life story narratives of three entrepreneurs in the creative industries. Material from their learning experiences is used to support the development of a conceptual model. This demonstrates connections between the emergence of entrepreneurial identity, learning as a social process, opportunity recognition, and venture formation as a negotiated activity.FindingsThe principal finding is to propose a conceptual framework of entrepreneurial learning as a triadic model, including major themes of personal and social emergence, contextual learning, the negotiated enterprise, and a group of 11 related sub‐themes.Practical implicationsApplications of the model in entrepreneurship education, work‐based learning and practice, are proposed, within and beyond the context of the creative media industry.Originality/valueThe paper develops an original and distinctive conceptual understanding of entrepreneurial learning through analysis of entrepreneurs' experiences, based on a social learning and constructionist perspective.
Graduate employment in SMEs: a longitudinal perspective
Authors: Westhead Paul , Matlay Harry 
Published: September 2005

PurposeTo evaluate the abilities, skills and expertise of undergraduates who participated in the UK‐based Shell Technology Enterprise Programme (STEP) and their suitability for prospective employment in small and medium‐sized enterprises (SMEs).Design/methodology/approachThe authors employ a longitudinal postal survey approach, involving a sample of undergraduates who responded in 1994 and in 1997.FindingsEvidence suggests that the STEP has enhanced the skills, expertise and credibility of graduates seeking employment in SMEs. Prospective employers consider the skills and experience gained by STEP graduates as an advantage.Research limitations/implicationsThe longitudinal data under investigation is relatively old, but not obsolete. A further investigation of the impact that the STEP had on the research sample is planned for the near future.Practical implicationsThe result suggests that owners/managers of SMEs are increasingly seeking specific business‐related skills. Higher education institutes should proactively liaise with their local business communities to ensure that students gain a broad range of skills, as required by employers in this important and expanding sector of the British economy.Originality/valueThe authors adopt a human capital perspective on skill accumulation and its impact on the future of graduate employment.