bluuebunny/crossref_metadata_2025_split huggingface dataset:
Creating partnerships that pay off
Authors: Bennett Linda 
Published: May 2005

PurposeTo assist library development staff in redefining who their library donors and constituency are in order to broaden the donor pool.Design/methodology/approachUses strategies developed by fund‐raising efforts at the University of Michigan.FindingsCooperative development initiatives can lead to untapped fund‐raising opportunities by looking across campus and considering developing new relationships with departments and colleagues, thinking creatively about cultivation opportunities, and educating and finding ways to reward new friends.Originality/valueSuggests ideas that lead to a library development program that can engage and touch lives on campus and in the community, which also can translate into fund‐raising opportunities.
Staff resources
Authors: Maxymuk John 
Published: May 2005

PurposeTo show that despite libraries' tendencies to focus all their efforts – even in the online environment – on developing tools, resources, and finding aids for their patrons, some have also used the web to develop resources for staff needs.Design/methodology/approachSurveys a number of library web sites and highlights online resources that have been developed to assist library staff in areas of training, organization, and professional development.FindingsRanging from online instruction for new staff, listings of library policies and passwords, and resources for staff development, many libraries have begun to use their web sites to provide valuable information for staff too.Originality/valueThe examples presented in this column can provide guidance for any library beginning to use their web site to provide information resources for their staff. Several types of information are presented showing both the range of information of use to staff and a variety of methods to convey that information.
Patient‐centred quality improvement audit
Authors: Berman Brown Reva , Bell Louise 
Published: May 2005

PurposeThis article aims to describe the research process, and the development of the instrument now employed in auditing patients' perceptions of quality improvement in a community health care trust in a coastal town in Essex, England.Design/methodology/approachThe new instrument is currently being implemented and the findings thus far are described.FindingsThe instrument has measured health outcomes in terms of quality improvement from the users' perspective, and has also highlighted gaps between what the service offers in terms of quality and users' perceptions of what is delivered. The study demonstrates the importance of the professional role in quality improvement.Originality/valuePatient‐centred quality improvement audit should be undertaken regularly so that both non‐clinical managers and health care professionals can establish whether or not they are providing services that are patient‐friendly and effective from the user's viewpoint. In the course of their work, professionals and managers discuss patients and speak on their behalf in various forums, and knowing what patients actually expect and perceive before speaking on their behalf may be of great benefit in such instances.
The impact of service user involvement in research
Authors: Minogue Virginia , Boness Jean , Brown Ann , Girdlestone John 
Published: May 2005

PurposeThere are many examples of consumer involvement in NHS research but few studies have examined the impact of this on service development or the research process. This study, involving service user and carer researchers working alongside professional researchers, aimed to examine the development of one service user and carer research group in a mental health Trust.Dersign/methodology/approachThe research involved a review of existing literature on consumer involvement in research, a review of user involvement in research in South West Yorkshire Mental Health NHS Trust, a survey of consumers and NHS staff in the Trust, and a skills audit and training needs analysis of consumers.FindingsThe study identified the range and extent of consumer involvement and the impact of this on consumers and the Trust. Service users and carers were involved in a range of projects, mainly on the level of consultation or collaboration. The benefits for consumers were principally on a personal level and included gaining knowledge and experience, improved sense of well‐being, self esteem, and confidence. The benefit for the Trust was in having a service user perspective and focus. However, there is a tendency to omit service users from planning and setting priorities.Practical implicationsThe study pointed to the need to build the evidence base on consumer involvement in research, particularly in terms of how consumers can impact on setting research priorities and selecting appropriate methods. It identifies the need for more training for consumers and for NHS staff and for a more coherent strategy.Originality/valueThis article will be of value to anyone who is at the start or in the early stages of their journey of consumer involvement. It identifies some of the practical issues faced by consumers and staff in working collaboratively, but also points to the benefits for all the stakeholders.
Sampling for quality assurance of grading decisions in diabetic retinopathy screening
Authors: Slattery Jim 
Published: May 2005

PurposeTo evaluate various designs for a quality assurance system to detect and control human errors in a national screening programme for diabetic retinopathy.Design/methodology/approachA computer simulation was performed of some possible ways of sampling the referral decisions made during grading and of different criteria for initiating more intensive QA investigations. The effectiveness of QA systems was assessed by the ability to detect a grader making occasional errors in referral.FindingsSubstantial QA sample sizes are needed to ensure against inappropriate failure to refer. Detection of a grader who failed to refer one in ten cases can be achieved with a probability of 0.58 using an annual sample size of 300 and 0.77 using a sample size of 500.Originality/valueAn unmasked verification of a sample of non‐referrals by a specialist is the most effective method of internal QA for the diabetic retinopathy screening programme. Preferential sampling of those with some degree of disease may improve the efficiency of the system.
Risk management strategies in physical therapy: documentation to avoid malpractice
Authors: Kolber Morey , Lucado Ann M. 
Published: May 2005

PurposeThis article aims to highlight the importance of a complete and accurate medical record as it pertains to potential risk exposure in the outpatient physical therapy profession.Design/methodology/approachBasic charting rules, correction and alteration recommendations, documentation of telephone conversations, informed consent, exculpatory release forms and incident reports are discussed. Basic risk management strategies are reviewed that may reduce outpatient physical therapy practitioners' malpractice exposure.FindingsThe authors contend that quality and thorough documentation is as important as the quality of the care that is delivered to patients, since medical records are legal documents and serve as valuable evidence as to what transpired between patients and the healthcare providers.Originality/valuePractical documentation strategies are described in a manner that will inform physical therapists of their legal obligations relating to patient care.
Assessing performance of multi‐hospital organizations: a measurement approach
Authors: Yavas Ugur , Romanova Natalia 
Published: May 2005

PurposeThis paper aims to introduces a measure to assess the perceived effectiveness of multi‐hospital organizations (MOs).Design/methodology/approachA sample of top managers of non‐profit hospitals serves as the study setting. Data were collected via mail surveys. Usable responses were obtained from 189 hospitals. The measure was developed by considering the instrumentality and effect components of a set of relevant motives for joining an MO. During the course of the study, three alternative formulations were examined.FindingsResults show that the measures based on effect alone and a multiplicative combination of effect and instrumentality demonstrate sound psychometric properties. The recommendation here is to adopt the latter measure.Research limitations/implicationsThe study was limited to a particular sample. Replications among other samples are needed to validate the current findings. Also, because the exact content of the objective function of a hospital for joining an MO is not necessarily constant over time, there is a need to conduct similar studies on a periodic basis.Practical implicationsThe measure recommended here uses multiplicative/weighted instrumentality and effect scores as opposed to only the instrumentality or effect scores. This makes it possible to go beyond the mere “why” or “how” questions. Simultaneous consideration of instrumentality and effect dimensions affords a richer and more relevant understanding.Originality/valueValid and reliable measures of performance are critical for both managerial and research purposes. The measure proposed in the current study could be used in structural equation models to investigate the effect of individual actions on performance and the impact of performance on other outcome measures (e.g. intentions to stay in an MO).
Headteachers’ reflections on primary headship from 1988‐2003: an exploratory study
Authors: Rutherford Desmond 
Published: May 2005

PurposeTo explore the reflections of primary headteachers on a series of major policy initiatives introduced by successive Conservative and Labour governments from 1988 to 2003.Design/methodology/methodThe methodology is an interview‐based survey of six headteachers. The interviews were structured around the headteachers’ recollections of their headship during the period of Conservative government from 1988 to 1997 and, following the election of the Labour Government, from 1997 to 2003.FindingsThe headteachers’ reflections have changed from recalling a sense of excitement and anticipation immediately following the introduction of the 1988 Education Reform Act to ones of increasing disillusionment as the period of the Conservative Government drew to a close. However their expectations following the election of the Labour Government in 1977 were quickly dashed and followed by feelings of disappointment and, for some, of frustration.Research limitations/implicationsThe small size of the sample is the major limitation but this opens up an agenda for future research.Practical implicationsThe implications for government are to limit the number and scope of any new initiatives that schools are expected to implement and to ensure that these are properly funded.Originality/valueThe article presents an alternative view of headship that balances the overly optimistic impression that may be obtained from government and its agencies, leading to a deeper understanding of the realities of headship today.
Franchisor use of influence and conflict in a business format franchise system
Authors: Tikoo Surinder 
Published: May 2005

PurposeThis study aims to examine the relationship between a franchisor's use of different types of persuasive communication to influence its franchisees and franchisee perceptions of conflict in the franchise relationship.Design/methodology/approachMultiple regression analysis of survey data collected from franchisees of a US‐based franchise system.FindingsData analysis indicates that a franchisor's use of requests, threats, and legalistic pleas is positively related to conflict in the franchisor‐franchisee relationship. These relationships are not moderated by franchisee dependence. Franchisee dependence, does however, negatively moderate the relationship between the franchisor's use of recommendations and conflict. The franchisor's use of information exchange and promises and conflict are not related. The results suggest that business format franchisors should use information exchange and promises and restrain from using requests, threats, and legalistic pleas to influence their franchisees. Recommendations should be used to influence franchisees who are highly dependent on the franchisor.Research limitations/implicationsFuture research should validate the findings of this study using data collected from business format franchisees in different cultural environments.Originality/valueThis is the first empirical study to examine the relationship between a franchisor's use of different types of persuasive communication and conflict in the business format franchise setting.
Buying association and its impact on promotional utility
Authors: Borges Adilson , Cliquet Gérard , Fady André 
Published: May 2005

PurposeEven if a sales promotion attracts consumers to the store, the hi‐lo performance will be uncertain if these consumers buy only promoted categories. Retailers need to pay attention to avoid promoting categories that are frequently bought together in the same promotional action, or be faced with a strong redundancy effect. This paper proposes a method to decrease redundancy effect without reducing overall promotion utility (and store traffic).Design/methodology/approachThree conjoint analyses were carried out, two based on promotional assortments composed by real product categories, and one based on attribute description.FindingsThe results suggest that grocery stores can avoid redundancy effects by introducing categories with weak conjoint probabilities, resulting in a higher share of full priced products on the consumer baskets without reducing the global utility of the promotion.Research limitations/implicationsReal promotion contains large number of category/brands, and we strongly recommend further research on this.Practical implicationsRetailers can propose promotional actions that increase store traffic and develop the price image of the store. By managing buying association, retailers can create more profitable promotions.Originality/valueThe idea of building promotions that take into account the redundancy effect as well as measuring its impact on consumer promotional value and store image are the main value of this research.
Improving customer service performance within a food supplier‐retailers context
Authors: Theodoras Dimitrios , Laios Lambros , Moschuris Socrates 
Published: May 2005

PurposeThis paper aims to provide a strategic approach to the improvement of customer service performance and apply it to a food supplier that distributes its products to food multiple retailers' stores (from now on, the term “retailers” instead of “food multiple retailers' stores” will be used to represent hypermarkets, supermarkets or neighbourhood stores).Design/methodology/approachTo attain the performance's enhancement, the requirements are: the identification, evaluation and selection of customer service elements and the establishment of measures as well as performance standards. To identify service elements, previous research and the food supplier's as well as the retailers' viewpoints were taken into consideration. To evaluate service elements, 40 retailers were asked to rate the elements' importance and the two competitors' performance. The usable questionnaires were subjected to correlation analysis, paired‐samples t‐test and multiple ANOVA. To select the appropriate service elements, on which measures and performance standards would be established, positioning matrices were also formed.FindingsWith respect to sausage market in Greece, the analysis points out that the supplier should apply measures in the service elements order completeness, invoice error‐free, on‐time delivery, delivery of products without defects, efficient handling of returned products, informing about shortages in the orders, providing technical information and efficient handling of customers' requests. The performance should be improved in the first three elements and maintained as it is in the remaining five elements.Originality/valueThe study provides insight into the customer service elements which a supplier should measure and into which of them a supplier should improve its performance or maintain it. Moreover, the elements that constitute customer service in the Greek sausage sector are identified.
The influence of ethical trading policies on consumer apparel purchase decisions
Authors: Iwanow H. , McEachern M.G. , Jeffrey A. 
Published: May 2005

PurposeTo explore the extent to which consumers' ethical concerns impact upon apparel purchase decisions and highlight the value of The Gap's corporate code of conduct in meeting these concerns.Design/methodology/approachFace‐to‐face questionnaires were conducted with Scottish consumers in February 2003. Respondents were recruited from central shopping areas using a convenience sampling method.FindingsDespite consumers possessing a high level of awareness of ethical issues, results reveal that factors such as price, quality and style have a greater influence on their apparel purchase behaviour than their concerns about the ethical practices of the supplier.Research limitations/implicationsAs the study was exploratory in nature and consisted of Scottish consumers only, generalisations of the results should be approached with some caution.Practical implicationsProvides a useful insight into The Gap's corporate code of conduct and the extent to which such codes meet the ethical concerns of consumers in relation to their apparel purchasing decisions.Originality/valueThe emergence of the ethical consumer has been much discussed, particularly in relation to global food markets (e.g. food miles, fair trade, organics, etc.). However, little agreement exists surrounding the ethics of apparel production. This study aims to contribute to this research gap by exploring consumer influences upon the apparel purchase decision‐making process.
Supermarket access and consumer well‐being
Authors: Lavin Marilyn 
Published: May 2005

PurposeTo extend the research stream that, in the UK and USA has linked supermarket access to consumer diet by focusing on Pathmark, a supermarket chain that operates in the Harlem neighborhood of New York City.Design/methodology/approachThe paper examines the square footage allocated to fresh produce, fish, meats, snack foods, soft drinks and similar items in Pathmark's Harlem store, and the pricing and promotion of those various foods. It also reviews news accounts of the controversy leading to the selection of Pathmark as the operator of a second store in Harlem.FindingsThe allocation of space to nutritious foods and to those with minimal nutritional value as well as the pricing and promotion of those goods at the Pathmark Harlem store is similar to that of suburban supermarkets. The debate over the second supermarket in Harlem further shows that community leaders, food activists, and neighborhood residents recognize that large chain supermarkets may be uniquely positioned to improve access to healthy foods in lower‐income urban areas.Research limitations/implicationsThe study examines only one chain in one US city.Originality/valueThe paper uses retail space allocation rather than self‐report data to consider the likely impact of the availability of nutritious foods on shoppers' diets. It also supports growing beliefs that large chains as well as small entrepreneurs may play important roles in urban regeneration.
From prescription to description: a critique and reorientation of service culture
Authors: Skålén Per , Strandvik Tore 
Published: May 2005

PurposeA fundamental aim of the service management discourse is the transformation of the culture of organisations to a culture of consistent and coherent service excellence. The aim of this paper is to analyse the possibility and plausibility of such changes.Design/methodology/approachThe study draws on data from a two‐and‐a‐half‐year study of the introduction of service management initiatives at the public hospital in the county of Värmland in Sweden. Interviews and participant observation are used to gather data. Sensemaking theory is adopted to evaluate the change of service culture.FindingsIt is concluded that the programme of service management reform studied here creates heterogeneous and conflicting cultures, rather than the culture of coherent and consistent service excellence that it was supposed to produce.Research limitations/implicationsThe study suggests that a shift in focus from “prescription” to “description” is required in research into service culture.Practical implicationsService organisations are multi‐faceted – thus rendering cultural engineering ineffective. The creation of shared meaning in a common, consistent, and coherent service culture is therefore not usually possible. Managers should concentrate on understanding the culture of their organisations, rather than attempting to change that culture.Originality/valueThe paper investigates an attempt to create service culture. Such a study has not been undertaken in previous research.
Customers’ expectations of service in Greek fitness centers
Authors: Afthinos Yanni , Theodorakis Nicholas D. , Nassis Pantelis 
Published: May 2005

PurposeAims to identify the aspects of service delivery deemed most important by the users of Greek fitness centers and to examine whether their desires differ according to the type of fitness center they use as well as according to certain demographic and motivation patterns.Design/methodology/approachThe study was based on the QUESC instrument developed by Kim and Kim. A total of 346 individuals who were members of public and private fitness centers in Athens/Greece completed the questionnaires. An analysis of variance (ANOVA) test was conducted for each item of the instrument in order to examine whether different groups had different desires for service delivery. Where a difference between group means was identified, Duncan's multiple range tests were performed to determine which means were significantly different.FindingsThe aspects of service delivery desired more by sports centers users refer to the tangible elements of the facilities, the personnel attitudes and abilities, attributes related to the cost of participation and items related to the programming and scheduling of services provided. The findings also suggest that significant differences of desires exist between males and females as well as between users of public and private sports centers.Research limitations/implicationsThe sample of the fitness centers was convenient rather than statistical. The reason was that there is no official agency in Greece with a complete list of fitness centers.Practical implicationsThis paper is a useful source of information for fitness centers management to identify their customers’ wants, take action to improve service delivery, and establish standards of performance to address the identified customers’ needs.Originality/valueThis paper sought to address questions on the way certain demographic variables and patterns of use might affect sports centers’ users’ desires, so that an information package can be applied in making marketing decisions for improving sports centers service delivery.