bluuebunny/crossref_metadata_2025_split huggingface dataset:
Service quality and store performance: some evidence from Greece
Authors: Daskalopoulou Irene , Petrou Anastasia 
Published: January 2005

PurposeTo contribute to the largely unexplored issue of directly assessing the effect of service quality factors on store performance.Design/methodology/approachService quality is decomposed into tangible elements, such as store size and personnel. A binary probit model is utilized in order to analyze the effect of various service quality factors on the probability that a store performs above average compared with its competitors.FindingsResults indicate that the store size, product variety, location and belonging to chain, variables exert the largest positive effect upon the probability that a store experiences above‐average performance.Research limitations/implicationsThe present study suffers the limitation of a rather small usable questionnaires sample, albeit that the very satisfactory fit of the estimated econometric model allows for the findings to be a reliable comparison basis with future findings.Practical implicationsThe approach proposed here can be widely used for empirical investigation in order to provide findings that may be compared across services sectors, trading places/countries and time. On the other hand, the importance of such findings to managerial decision‐making processes is evident.Originality/valueThe paper introduces a framework for empirically investigating the direct effect of service quality elements on store performance.
Assessing readiness for six sigma in a service setting
Authors: Hensley Rhonda L. , Dobie Kathryn 
Published: January 2005

PurposeThe purpose of this paper is to develop a model to help service organizations assess their readiness for a six sigma program and to provide suggestions for methods of introducing the six sigma process. The organizational readiness model is then applied in an actual service setting.Design/methodology/approachA review of relevant literature is used to identify two proposed components of organizational readiness: organizational experience with improvement programs and organizational understanding of processes.FindingsThe proposed model is applied in an urban public transit company. The application includes an analysis of the transit company's readiness for six sigma, the design and administration of a survey to identify perceptual differences between customers and the organization and the statistical analysis of the survey. The survey analysis is then used to identify differences in perceptions between service employees and customers. These differences provide the basis for the development of a process improvement that employees should be able to undertake.Originality/valueThe proposed organizational readiness model is of interest to both researchers and managers. Researchers should find the construct organizational readiness and the proposed components of interest because they provide an area for research related to successful implementation of six sigma programs. The model, as it is developed in the paper, along with the example should provide managers considering the adoption of six sigma with a usable method for assessing their particular organization.
Winning at the first and second moments of truth: an exploratory study
Authors: Löfgren Martin 
Published: January 2005

PurposeTo contribute to the theoretical work on products that contain both tangible (goods) and intangible (service) dimensions, by arguing that the consumption of physical goods and services should be understood as a process with two major steps – the first and second moments of truth.Design/methodology/approachAn investigation of the service perspective and packaging is made based on a literature review. Empirical examples are then presented from an interview study of people working with packaging‐related issues at Procter & Gamble, Schwarzkopf & Henkel, Procordia Food, and Coop. The relationship between theory/concepts and research in the paper can be described in terms of extension and emergent.FindingsConsumers evaluate quality when they purchase an offering and when they consume it. Using the terminology of the present paper, this means that the perception of quality is created at both the first and second moments of truth. The first moment of truth is about obtaining customers’ attention and communicating the benefits of an offer. The second moment of truth is about providing the tools the customer needs to experience these benefits when using the product. The combination of these two moments of truth makes up the total customer experience.Originality/valueThis paper holds the potential to contribute to extending understanding of the service perspective and service encounters.
Geometry and procedure for benchmarking SFF and hybrid fabrication process resolution
Authors: Gervasi Vito R. , Schneider Adam , Rocholl Joshua 
Published: January 2005

PurposeThe purpose of this paper is to share with the solid freeform fabrication community a new procedure and benchmark geometries for evaluating SFF process capabilities. The procedure evaluates the range capability of various SFF and SFF‐based hybrid processes in producing rod and hole elements.Design/methodology/approachBy following the procedure and using the appropriate combination of benchmark parts the user can determine the minimal rod and hole size capabilities of an SFF or SFF‐based process. Benchmark parts are designed to capture feature size limitations, build angle problems, and aspect ratio capabilities.FindingsThe geometries and procedure were found to work for evaluating simple rod and hole elements resulting from SFF‐based processes.Research limitations/implicationsFuture work could address slot and wall features using a similar procedure. Mechanical properties and performance of resulting parts are not within the scope of this procedure.Practical implicationsThe procedure and benchmaking geometries could be employed for a range of scales down to the nano scale. The use of this procedure will lead to practical design inputs for the SFF‐based fabrication of components consisting of optimized lattice structures.Originality/valueLimited published benchmarking procedures are available to the SFF community. This is the first systematic procedure proposed to evaluate SFF processes for “Rod” and “Hole” capabilities.
Industrial freeform generation of microtools by laser micro sintering
Authors: Regenfuss P. , Hartwig L. , Klötzer S. , Ebert R. , Brabant Th. , Petsch T. , Exner H. 
Published: January 2005

PurposeExamples are given for the technical applicability of a novel development of selective laser sintering called “laser micro sintering”.Design/methodology/approachTogether with a specific method to produce powder layers, the controlled application of pulsed radiation for the processing of sub‐μm grained metal powders was exploited to produce micro‐tools with a heretofore unattained structural resolution.FindingsHigh resolution micro bodies are displayed. Instruments could be generated which proved to fulfil their designation as grip bits for micro manipulators. The micro‐bodies can be generated detachably from or firmly fixed to the construction substrate. The material of the generated bodies withstands the traction forces when used as an injection mold for polymer casts.Research limitations/implicationsDensities and structural resolutions can still be improved especially with a newly updated version of the equipment. Laser micro sintering of materials, other than metal (e.g. ceramics), has still to be developed. The introduction of the equipment and the technique into the market is on its way.Practical implicationsMicro‐tools can be generated with an overall structural resolution of 30 μm and with all the advantages of a freedom technique.Originality/valueThe paper informs the technical community on a new novel modification of the freeform technique selective laser sintering, demonstrating the solution of some problems that have hampered the progress of metal laser into resolution ranges below 100 μm. It also supplies evidence for the technical applicability.
Binding mechanisms in selective laser sintering and selective laser melting
Authors: Kruth J‐P. , Mercelis P. , Van Vaerenbergh J. , Froyen L. , Rombouts M. 
Published: January 2005

PurposeThis paper provides an overview of the different binding mechanisms in selective laser sintering (SLS) and selective laser melting (SLM), thus improving the understanding of these processes.Design/methodology/approachA classification of SLS/SLM processes was developed, based on the binding mechanism occurring in the process, in contrast with traditional classifications based on the processed material or the application. A broad range of commercial and experimental SLS/SLM processes – found from recent articles as well as from own experiments – was used to explain the different binding mechanism categories.FindingsSLS/SLM processes can be classified into four main binding mechanism categories, namely “solid state sintering”, “chemically induced binding”, “liquid phase sintering – partial melting” and “full melting”. Most commercial processes can be classified into the latter two categories, which are therefore subdivided. The binding mechanism largely influences the process speed and the resulting part properties.Research limitations/implicationsThe classification presented is not claimed to be definitive. Moreover some SLM/SLM processes could be classified into more than one category, based on personal interpretation.Originality/valueThis paper can be a useful aid in understanding existing SLS/SLM processes. It can also serve as an aid in developing new SLS/SLM processes.
Realizing high‐voltage thin film lateral bipolar transistors on SOI with a collector‐tub
Authors: Deb Roy Sukhendu , Jagadesh Kumar M. 
Published: January 2005

PurposeThe main purpose of this paper is to find a simple method to improve the breakdown voltage of BJTs fabricated on SOI.Design/methodology/approachWe have used two‐dimensional device simulation to examine the effect of a collector tub on the collector breakdown of the SOI based BJTs. This method involves creating a collector tub by etching the buried oxide followed by ann‐type implantation on the collectorn/n+ junction side.FindingsFirst, our method reduces the peak electric field at the silicon film‐BOX interface and secondly, the collector‐tub facilitates the collector potential to be absorbed by both collector drift and substrate regions improving the collector breakdown significantly.Practical implications (if applicable)An improved breakdown voltage improves the reliability of BJTs on SOI.Originality/valueOur results show that the BVCEOof the bipolar transistors with a collector‐tub is enhanced by 2.7 times when compared with a conventional lateral bipolar transistor (LBT) with identical drift region doping. This improvement has an important practical value in the fabrication of SOI‐based LBTs.
Optimization of fins used in electronic packaging
Authors: Eu Ong Kang , Oon Lee Kor , Seetharamu K.N. , Azid I.A. , Quadir G.A. , Zainal Z.A. , Joo Goh Teck 
Published: January 2005

PurposeTo find the optimal geometries of rectangular and cylindrical fins for maximum heat dissipation.Design/methodology/approachThe objective function for finding the optimized profiles of fins are solved by using the genetic algorithms (GAs). A range of fin shapes are investigated and the optimum solutions for various profile area are obtained.FindingsProvide information to thermal engineers to what extent any particular extended surface or fin arrangements could improve heat dissipation from a surface to the surrounding fluid. Smaller fin volume in fin design is preferable as the heat is dissipated more effectively.Originality/valueA new method of using GA for optimization of fins is used here. The value of this paper lies in providing data for selecting suitable fins for thermal management in electronic systems.Research limitations/implicationsLimited to cases where the correlations for heat transfer coefficients are valid.Practical implicationsA very useful finding for practising thermal engineer especially in the area of electronic packaging as the parameters for the fin design can easily be found for any chosen profile area.
Study of avalanche breakdown (MI) mode in sub micron MOSFET device
Authors: Singh A.K. 
Published: January 2005

PurposeTo study the breakdown (MI) mechanism in the sub‐micron MOSFET device.Design/methodology/approachSecond‐order Poisson's differential equation is solved for suitable boundary condition to find the electric field expression for the sub‐micron devices. With the help of the electric field expression the exact relation for multiplication factor is derived, and then the equation for breakdown voltage has been generated.FindingsThis research paper provides the following findings: by controlling oxide thickness, junction depth and drain voltage, the breakdown can be easily controlled in the sub‐micron device; multiplication factor is not only affected by maximum field but also due to critical field; for very low gate voltage, the offset voltage mainly governs the breakdown; the breakdown voltage increases continuously as the channel length increases. It means, for larger channel length the breakdown will occur at high drain voltage.Research limitationThis paper is based on the assumption that the electric field along the channel is independent of the junction depth (although not correct) and varying linearly from zero to Esat.Orginality/valueThe paper derived the exact expression of the multiplication factor. Also discusses that for MI mode of breakdown, the breakdown voltage increases slowly with the gate voltage and approximated by drain saturation voltage plus offset voltage.
Geometrical and electrical properties of LTCC and thick‐film microresistors
Authors: Dziedzic Andrzej , Mis Edward , Rebenklau Lars , Wolter Klaus‐Jurgen 
Published: January 2005

PurposeThis paper aims to present systematic studies of a wide spectrum of geometrical and electrical properties of thick‐film and LTCC microresistors (with designed dimensions between 50 × 50 μm2 and 800 × 200 μm2).Design/methodology/approachThe geometrical parameters (average length, width and thickness, relations between designed and real dimensions, distribution of planar dimensions) are correlated with basic electrical properties of resistors (sheet resistance and its distribution, hot temperature coefficient of resistance and its distribution distribution) as well as long term thermal stability and durability of microresistors to short electrical pulses.FindingsFodel process gives better resolution than standard screen‐printing and leads to smaller dimensions than designed, smaller absolute error and better uniformity of planar sizes. Microresistors made in full Fodel process show much weaker dimensional effect and exhibit noticeably smaller distribution of basic electrical properties.Originality/valuePresents systematic studies of a wide spectrum of geometrical and electrical properties of thick‐film and LTCC microresistors.
Thermal deformation analysis of BGA package by digital image correlation technique
Authors: Zhang J. , Li M. , Xiong C.Y. , Fang J. , Yi S. 
Published: January 2005

PurposeThe mismatch of the thermal expansion coefficients of the materials in multiplayer structure may induce serious stress concentrations in electronic packaging. Experimental evaluation of the thermal stresses and strains in those electronic composites is becoming significantly important for optimizing design and failure prediction of the electronic devices.Design/methodology/approachDigital image correlation (DIC) technique was utilized to obtain thermal deformation filed of a BGA package. With the help of white light to illuminate the cross section of the BGA package, the gray images were taken from the rough surface of the specimen, that offer a kid of carrier pattern for the DIC processing with statistical resemblance in gray distributions. By using the algorithm of correlation computation, the DIC searched the matching spots in a pair of those images in which the spot displacements were involved in between, to obtain the deformation fields of the package specimen caused by temperature changes.FindingsThe results show interesting strain distributions in the assembly. Both the horizontal displacement component and its normal derivative are strongly related to the arrangement of the solder joints in the bonding medium between the die and the ceramic substrate. The strain components in the middle region of the package are larger than those in the side regions where the strain relaxation may exist near the stress‐free boundaries. The shear strain components show special bands of parallel lines with identical amount over the chip‐package to sustain the shearing of the packed structure under thermal loading.Originality/valueThe DIC technique shows to be a useful tool for the thermal strain analysis of the electronic packaging devices. Not only provides it the whole field deformation of the assembly, but also maintains the surface pictures of the package without covering any fringes, which is important to compare the deformation field with the specimen surface to reveal the stain distribution related to the failure prediction of the materials.
Environmental management in Swedish higher education
Authors: Sammalisto Kaisu , Arvidsson Karin 
Published: January 2005

PurposeThis study of environment management systems implementation in Swedish universities contributes to the dialogue about the role of management systems as tools in developing sustainability in higher education.Design/methodology/approachThe empirical study is based on Government directives that make environmental management systems implementation compulsory for all public organisations in Sweden, annual environmental reports of Swedish universities for the years 1997‐2002, their internet home pages, and a survey.FindingsMany universities focus only on direct environmental aspects like paper use and waste handling, even though the main tasks of the universities, namely education, research and co‐operation with the surrounding society, that is the indirect aspects, are likely to have a considerable environmental impact. The organisation of the environmental work and the placement of the environmental coordinator also vary. Two main patterns appear; the coordinator has a function in the service department or an administrative function in the president's office. The goal of certification increases the likelihood of the environmental coordinator being placed in the president's office.Originality/valueThe aim is to increase the understanding of why and how a concept that was first introduced in industry is applied to institutions of higher education.
Intangibles in commercialisation: the case of air navigation services in the South Pacific
Authors: Warn James 
Published: January 2005

PurposeTo demonstrate that different approaches to commercialisation can determine the nature of intangible resources that managers can develop.Design/methodology/approachA framework linking political strategy, financial capitalisation and business strategy is developed to analyse the management of intellectual capital in the commercialisation of air navigation services in New Zealand and Fiji. Case study evidence is organised as an intellectual capital portfolio and links are drawn to subsequent business outcomes for each organisation.FindingsExplains how key decisions about financial capitalisation and business strategy at the time of commercialisation influence the subsequent management and development of intangible resources in the organisation. Identifies how political assumptions about commercialisation can constrain or enhance subsequent management success in developing intellectual capital to pursue business growth.Research limitations/implicationsThe interpretations offered, although plausible in the context of the case studies, may not generalise to other situations.Practical implicationsKey decision makers need to design commercialisation arrangements that will resource the desired intellectual capital portfolio of the commercialised organisation.Originality/valueThe paper provides a framework for establishing a linkage between strategic management decisions and the development of an intellectual capital portfolio in the context of commercialisation. The paper develops the theoretical extent of intellectual capital concepts and provides practical analysis to decision makers contemplating commercialisation issues.
Situation of intangible assets in Spanish firms: an empirical analysis
Authors: Gallego Isabel , Rodríguez Luis 
Published: January 2005

PurposeThe purpose of this work is to analyze, both from a theoretical and an empirical point of view, the significance of intangible assets in Spanish firms.Design/methodology/approachTo perform this study Spanish firms listed in the Spanish Securities and Exchange Commission (CNMV) were examined, in which intangible assets play a significant role in their business models. Using a questionnaire of 25 items, the final sample consisted of 39 firms (response rate =15.2 per cent) that could be used for the analyses. From the information thus gathered, a statistical treatment was implemented using the SPSS computer program and the answers to each of the 25 items were analysed. An analysis of principal components in the question was also established, in order to summarize all 12 reasons proposed into just a few factors.FindingsAmong others, certain relevant conclusions about intangible assets indicated that: Spanish firms have moved from an industrial economy toward a knowledge‐based economy; the disclosure of information about intangible assets in Spanish firms is still limited; some of the most relevant intangible assets are customer relationships, employee experience, information technologies, brand image, procedures and systems; and the number of indicators used by Spanish firms is about 20.Research limitations/implicationsTo select the sample for the questionnaire the database of the CNMV was used. The final sample thus comprised 257 firms, but the authors finally received answers from 39 firms.Practical implicationsThe paper is a very useful source of information for the Spanish firms and for investigators in this subject.Originality/valueThis paper is pioneering in the analysis of the situation of intangible assets in Spanish firms, as well as in determining some of the most relevant intangible assets used by those firms.
Organisational self‐assessment and the adoption of managerial innovations
Authors: Burgess T.F. , Shaw N.E. , de Mattos C. 
Published: January 2005

PurposeThis paper investigates manager's use of self‐assessment in diagnostic routines to assist organisations embarking on major organisational change involving the adoption of a managerial innovation.Design/methodology/approachThe illustrative case focuses on the comparative adoption of two assessment tools set within a methodology developed via action research to improve the performance of new process development in the specialty chemical industry.FindingsFeatures of the case context, such as prior commitment to the methodology, contribute to explaining managerial preferences for the non‐financial diagnostic tool over the financial one.Practical implicationsFor practitioners the case illustrates how prior commitment can obscure rational considerations when faced with planning and implementing major change, particularly so when introducing managerial innovations. For academics the case study highlights the potential for fruitful research into the design and use of self‐assessment routines that precede or coincide with the adoption and implementation of such managerial innovations.Originality/valueThe paper focuses on self‐assessment routines constructed to aid chemical firms contemplating the adoption of a major managerial innovation; a methodology that entails a radical approach to designing and developing new manufacturing processes for chemical production.