bluuebunny/crossref_metadata_2025_split huggingface dataset:
Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in Korea
Authors: Babin Barry J. , Lee Yong‐Ki , Kim Eun‐Ju , Griffin Mitch 
Published: June 2005

PurposeThe research seeks to extend the notions of utilitarian and hedonic value to account for outcomes of consumer service encounters.Design/methodology/approachThe research question is examined using a sample of Korean restaurant consumers who used a structured questionnaire to evaluate their dining experience. Structural equations analysis is used to test various research hypotheses and examine the extent to which consumer service value mediates the effect of the environment on customer satisfaction and future intentions.FindingsKey findings include the ability of the consumer service value scale to account for utilitarian and hedonic value, the role of functional and affective service environment components in shaping consumer satisfaction and future patronage intentions and the relative diagnosticity of positive affect.Research limitations/implicationsThere is a need to extend the results to a diverse range of cultures.Practical implicationsRestaurant managers should place increased emphasis on the physical environment as it clearly plays a role in creating positive consumer outcomes and building strong customer relationships.Originality/valueThe use of the consumer value scale (CSV) – particularly in a novel service context.
Does Hispanic‐targeted advertising work for services?
Authors: Torres Ivonne M. , Briggs Elten 
Published: June 2005

PurposeThe study seeks to examine two variables of interest to marketers in the area of services advertising, ethnicity and service involvement. The goal of this study is to investigate the relative effectiveness of ethnic‐targeting in services advertising, specifically, Hispanic‐targeted advertising. The purpose of this research is to understand what types of services can benefit from Hispanic‐targeted service advertising and develop practical implications for practitioners trying to spend advertising dollars more efficiently.Design/methodology/approachThe impact of the advertising model's ethnicity on post‐exposure attitude toward high and low involvement service brands was explored.FindingsThe results of this quasi‐experimental study suggest that appealing to strong Hispanic identifiers may be highly desirable in terms of creating favorable attitudes toward service brands when advertising low involvement services, where, by definition, the consumer does not engage in intensive decision making and considers few attributes. Since few attributes are evaluated, obvious attributes such as ethnicity can easily influence choice. Finally, the findings of this study suggest that employing Hispanic‐targeted advertising may not be an effective strategy in promoting high‐involvement services since consumers consider more attributes and, therefore, ethnicity does not play a major role.Originality/valueOf interest to marketers in the area of services advertising, ethnicity and service involvement.
Incorporating service quality into consumer mall shopping decision making: a comparison between English and French Canadian consumers
Authors: Laroche Michel , Teng Lefa , Michon Richard , Chebat Jean‐Charles 
Published: June 2005

PurposeTraditionally, researchers in environmental psychology have developed the classic C (cognition)‐ E (emotion)‐ B (behavior) paradigm. However, some researchers have failed to replicate this classic paradigm and suggested that cognition is an antecedent to emotions. The main goals of this research are to extend the C‐E‐B paradigm by incorporating consumers' perceptions of service quality and to determine whether the extended model of consumer shopping mall decision process is invariant across English and French Canadian consumers.Design/methodology/approachBy conducting a three‐step analysis, six hypotheses are empirically examined through a survey of 266 “real” English and French Canadian consumers in a shopping mall.FindingsFindings indicate that consumers' evaluations of service quality in a shopping environment mediate their pleasure and purchase intention. Consumer mall shopping decision‐making process is invariant across English and French Canadian consumers.Practical implicationsFor researchers who are interested in understanding consumer mall shopping behavior cross‐culturally, this research provides a model that can be tested in cross‐cultural contexts. For mall operators and store managers attempting to improve the mall environment, product quality, and offer better service, the study provides interesting solutions.Originality/valueBy incorporating service quality into consumer mall shopping decision making, this research has demonstrated that consumers' moods evoked by their perceptions of shopping mall environment and of product quality influence their purchase intentions through their perceptions of service quality. The mall shopping decision‐making process of English and French Canadian consumers is universal, regardless of their cultural orientations.
An empirical assessment of comparative approaches to service quality measurement
Authors: Mukherjee Avinandan , Nath Prithwiraj 
Published: June 2005

PurposeThe purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function. Aims to argue for the use of TOPSIS from decision sciences, and Loss function from operations research and engineering, as alternative approaches to the gap model.Design/methodology/approachThe empirical evidence is provided by large sample consumer data on the service quality for leading Indian commercial banks. The service quality evaluations obtained from these three distinct methods are compared and tested for their mutual agreement.FindingsFndings show that the rankings obtained from different methods are statistically in agreement, suggesting that the alternative approaches can provide equally good measurement of service quality. But they should not be used in an interchangeable manner.Research/limitations/implicationsResearch shows that a single measure of overall service quality based on gap model is over‐simplistic. It would be more useful to explore a richer profile of customer service quality provided by different measurement approaches. Each methodology has its own advantages and disadvantages, and should be used based on its suitability for a particular application.Practical implicationsThis research offers profound practical implications. It offers managers with a framework of service quality improvement that measures service quality gaps, selects an optimal combination of attribute levels to deliver customer satisfaction, and focuses on reducing the future loss caused by poor quality.Originality/valueExtant marketing literature is replete with gap model applications for measuring service quality. Drawing from interdisciplinary literature, alternatives are provided to the traditional gap model, which show equally good measurement with greater suitability of application under certain conditions.
Consultation and reliability of information sources pertaining to university selection
Authors: Veloutsou Cleopatra , Paton Robert A. , Lewis John 
Published: June 2005

PurposeThis paper aims to explore the information sources used by school leavers when selecting a university at which they wish to study and the perceived reliability of these sources of information.Design/methodology/approachUsing data from 306 pupils studying at various schools in England, Scotland and Northern Ireland it was revealed that applicants utilise mostly communication originating from the university itself, including the university prospectus and open days, and, they also classify such sources of information as being the most reliable.FindingsThere are some differences in the perception of the various groups under investigation; for example, potential female applicants perceive most information sources to have greater credibility than their male counterparts believe. In addition, higher performers make more use of the available information sources and also place more value on their worth.Research limitations/implicationsThis study set out to explore aspects of student university selection that have received relatively little attention. It was limited in its scope due to resource constraints and concerns of protecting potentially vulnerable respondents, while ensuring a reasonable sample return.Originality/valueThe study has accomplished it's basic task in that we are better informed as to which information sources students prefer and perceive to be reliable. Such information should, at least, allow professional student recruitment services to better direct their information salvo, but more importantly it should also raise some questions which are much in need of an answer.
Leadership and professional development: the quiet revolution
Authors: Cardno Carol 
Published: June 2005

PurposeThe purpose of this paper is to propose a model for holistic professional development as an alternative to practices that have been piecemeal and curriculum focused ignoring, in particular, the critical dimension of management development.Design/methodology/approachA conceptual framework for considering professional development needs is provided in the form of an holistic model. The model, with its meshed infrastructure of appropriate educational leadership, performance management and strategic management suggests that four essential dimensions – curriculum, management, school and personal development – can be adapted as a basis for planning and evaluating a school's professional development programme.FindingsLeaders at both system and school level should be interested in the insights provided and challenged to think differently about current practice and the implications for strategic management when the active management of professional development is made a priority.Originality/valueThe paper fulfils a need to provide educational managers with conceptual tools for planning and evaluating professional development programmes.
Governance and risk management: challenges and public productivity
Authors: Halachmi Arie 
Published: June 2005

PurposeThis paper has two purposes. The first is to help elected officials address the issue of public accountability for crises and improve productivity and risk management in the process by outsourcing some traditional government functions to civil society based organizations that can do a better job. The second is to mobilize researchers to explore the implications of the shift from “governing” to “governance” for risk management and the development of risk culture.Design/methodology/approachAfter exploring some case studies, the paper examines some leading resources on the shift from “governing” to “governance”. The paper goes on to present an alternative approach for managing public risks.FindingsIn order to improve the management of public risks, and given the financial constraints faced by most governments, there is a need for a deliberate effort to entice civil society based organizations to help government identify and alert the public to possible risks. In other words, civil society based organizations that make claims for public resources in the name of good governance should, as necessary, play the role of a watchdog when it comes to public safety and guarding of the public interest in that regard.Practical implicationsUse of market forces and non‐governmental entities to replace government agencies and regulations that cannot assure the public safety because they are difficult to implement, expensive or likely to be compromised due to various forms of corruption and politics.Originality/valueThe paper advocates substitution of “management by exception” by a “management by risk” approach and the fostering of an administrative culture that is more mindful of the need to recognize and address possible risks. Such an approach, the paper claims, is a more promising approach than an increase in government regulation.
Roles for unilateral action in networks
Authors: de Bruijn Hans 
Published: June 2005

PurposeDecision making in networks is multilateral and interaction‐based and is often contrasted with unilateral decision making in a hierarchy. The purpose of this paper is to examine whether unilateral interventions can nevertheless be functional in networks.Design/methodology/approachA large number of empirical studies into decision making in networks were consulted to examine whether they featured unilateral interventions and, if so, what the roles of these interventions were. Prior to this, the author outlines theories on decision making in networks and the dysfunctions of unilateral interventions.FindingsSix strategies were found in which unilateral interventions proved effective in network‐like decision making. Unilateral action may be used to influence other actors' perceptions of the win‐win game, to change the pattern of interdependencies, as a follow‐up to failed interaction, if room is offered simultaneously, if there is a critical mass of winners and to de‐hierarchize decision making. These unilateral strategies were found to be embedded in interaction‐based, network‐like decision making. In some cases, they stimulated a process of interaction; in other cases, they resulted from a process of interaction.Practical implicationsThe strategies show that decision making in networks benefits from the intelligent use of unilateral action.Originality/valueThe paper goes beyond the dichotomy between network and hierarchy and demonstrates that, on the interface of networks and hierarchies, there are many possibilities of developing strategies that – although unilateral – are network‐contingent.
Recovering from crisis
Authors: Williams Christine , Ferguson Maggie 
Published: June 2005

PurposeTo provide a critique of the strategies that the UK Government employed at that time of the closure of the countryside during the foot and mouth disease (FMD) and their subsequent effects upon leisure and tourism providers. The work evaluates the sector's responses to the FMD crisis and considers their significance and influence in relation to the strategies deployed. Possible alternative strategies are presented which both government and industries can consider.Design/methodology/approachThe complete sector of tourism and leisure providers within the market town of Keswick was surveyed twice over a two‐year period. The initial survey was undertaken in 2002 and the second survey occurred in 2004. Keswick is situated in the northern sector of the English Lake District National Park, which is situated within the county of Cumbria. This area was seen to be the most affected by the foot and mouth crisis both in terms of severity and duration of infection. In addition to the survey conducted, key personnel from government agencies and voluntary organisations were also interviewed using a semi‐structured approach. Additional information was accessed from a FMD discussion web site.FindingsThe impact of the foot and mouth crisis devastated the rural tourism and leisure industries. The governmental policy utilized was myopic in its outlook and ineffectual in that it concentrated mainly upon the consequences to, and the needs of, the farming industry. The current proposals acknowledge to some degree that the town's tourism and leisure industry are a valued part of the rural economy, but the authors question if these are effective enough.Originality/valueThe originality of the study has enabled the evaluation of the strategies put in place immediately after the FMD crisis. It not only critically appraises proposed policies (i.e. limited closure of the countryside in future) but uniquely proposes a number of alternatives.
Securing institutional legitimacy or organizational effectiveness?
Authors: Hoque Zahirul 
Published: June 2005

PurposeThe purpose of this paper is to consider the impact of a major initiative (the National Competition Policy) and pieces of legislation (the Local Government Act and the Local Government Finance Standards) on the internal practices of a large Australian local authority.Design/methodology/approachA theoretical framework is developed using new public management (NPM) and neo‐institutional theory literatures to explain the findings. A case study approach was applied to collect the data for the research.FindingsThe findings reveal that the National Competition Policy 1993, the Local Government Act 1993 and the Local Government Finance Standards 1994 mainly have brought about significant changes to the organisation's internal management control processes, such as financial reporting, budgeting and performance appraisal. The changes brought in appeared to be coincidentally similar to NPM ideals. Furthermore, senior managers (such as the chief executive and divisional heads) played a major role in implementing new accounting technologies (activity‐based costing and the balanced scorecard type performance measurement system).Research limitations/implicationsFuture research on public sector financial management from the outset of organisational contexts could considerably further the stock of knowledge in this area, especially given the rapid changes occurring within the public sector throughout the world. Future research may wish to extend this study by assessing how external legitimating functions become internal reality, the perceptions of reality of the organisational members, and how these perceptions change over time.Practical implicationsThe findings reported provide evidence to further our understanding of how the introduction of private sector styles of organisational practices into large areas of the public sector brought about significant changes in the demand for “new” financial management practices.Originality/valueThe findings reported on in this paper will open a new path of research that may increase our understanding about the factors that play a role in the design of management and accounting systems in a public sector context. Further, they will help policy makers and public sector managers in their day‐to‐day decision‐making.
Introduction to the special issue
Authors: Kwaśnik Barbara H. , Crowston Kevin 
Published: June 2005

PurposeTo introduce the special issue on “Genres of digital documents.” While there are many definitions of genre, most include consideration of the intended communicative purpose, form and sometimes expected content of a document. Most also include the notion of social acceptance, that a document is of a particular genre to the extent that it is recognized as such within a given discourse community.Design/methodology/approachThe article reviews the notion of document genre and its applicability to studies of digital documents and introduces the four articles in the special issue.FindingsGenre can be studied based on intrinsic genre attributes or on the extrinsic function that genre fulfills in human activities. Studies on intrinsic attributes include classifications of genres as clusters of attributes, though these classifications can be problematic because documents can be used in flexible ways. Also, new information technologies have enabled the appearance of novel genres. Studies on extrinsic function include ways to use genre for education or information accesses, as well as the use of genre as a lens for understanding communications in organizations. The four articles in the special issue illustrate these approaches.Originality/valueThe paper provides a framework that organizes the range of research about genres of digital documents that should be helpful to those reading this research or planning their own studies.
Electronic resources management: an update
Authors: Medeiros Norm 
Published: June 2005

PurposeAims to review the Digital Library Federation's (DLF) Electronic Resource Management Initiative (ERMI) guidelines and related commercial e‐resource management system development.Design/methodology/approachDocuments commercial e‐resource development by reviewing materials made public by leading library system vendors.FindingsProvides information about commercial and library‐developed systems and where additional information about each can be found.Originality/valueProvides the status of industry initiatives to respond to the DLF ERMI functional specifications. Suggests the need to improve workflows in conjunction with implementation of an e‐resources system to more effectively manage electronic resources.
Hidden collections in archives and libraries
Authors: Yakel Elizabeth 
Published: June 2005

PurposeThe purpose of this paper is to synthesize different research projects and approaches to managing the “hidden collections” problem.Design/methodology/approachThe paper describes current research and practices.FindingsHidden collections are a problem for both libraries and archives. “Hidden collections” are materials that cannot be found in the online catalog or may be found there only under a collective title or un‐ or under‐processed primary sources. These materials transcend all formats of library and archival materials (print, microform, video, etc.) and can be found throughout the library in a variety of collections from government documents to area studies to music to the reference department. It is in the area of archival and special collections, however, that this problem has received the most attention and where the greatest challenges and opportunities for exposing these collections exist.Practical implicationsMany archives have backlogs and “hidden collections”. This article discusses some recent efforts to identify and expose these collections to enable better archival control and researcher access that may be applied in other settings.Originality/valueThis article identifies and highlights different approaches and potential solutions to the problem of hidden collections.
The text‐encoding initiative:Part 2
Authors: Cantara Linda 
Published: June 2005

PurposeTo present a summary of the Proceedings of the 4th Annual Text‐Encoding Initiative (TEI) Consortium Members’ Meeting, October 2004, and an introduction to P5, the recently revised version of the TEI.Design/methodology/approachPresents the TEI from a literature‐based, chronological perspective.FindingsTEI P5 brings the text‐encoding initiative better internal consistency and seamless integration with other digital library encoding standards.Practical implicationsExpressed in an XML Schema language, TEI P5 facilitates greater interoperability with other metadata and markup schemata. P5 also introduces changes that directly affect encoding such as simpler linking mechanisms and easier to encode standoff annotation.Originality/valueThis, the second part of a two‐part column, informs digital library developers of increased flexibility and interoperability of TEI P5, the revised version of the Text Encoding Initiative.
The flight plan of a digital initiatives project
Authors: Cronin Christopher , Lage Kathryn , Long Holley 
Published: June 2005

PurposeTo present a case study of a digital initiative for cartographic materials in order to provide a reference for other institutions embarking on similar projects.Design/methodology/approachDescribes the technical and practical details of the processes involved in georeferencing and providing online access to scanned aerial photographs.FindingsIn the short time that the site has been live, the Map Library has already seen a marked increase in reference queries from both local and national users.Practical implicationsFrom a practical standpoint, the project would not have been a success without collaboration between map, metadata, and systems librarians.Originality/valueTo date, little has been published about digital initiatives projects providing online access to historical aerial photographs, a distinct and complex subset of cartographic materials. It is hoped that this case study will allow other institutions to learn from the approach and experience of the University of Colorado at Boulder Libraries.