bluuebunny/crossref_metadata_2025_split huggingface dataset:
A case study of service failure and recovery within an international airline
Authors: Bamford David , Xystouri Tatiana 
Published: May 2005

PurposeThis paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline.Design/methodology/approachAn action research methodology was adopted. The research involved: a review of available service quality literature; the identification of causes of failure/errors within the host company; the development of key lessons and management guidelines.FindingsIt is argued that, for service recovery to be effective, it must be external (to the customer) as well as internal (to the organisation). The need to incorporate employees and not overlook their significance, power and influence on the delivery of quality service is highlighted. Through comparison with another airline the findings re‐assert that service quality excellence can only be achieved through employee satisfaction, commitment and loyalty as a result of senior management commitment, focus and drive.Research limitations/implicationsThe methodology applied was appropriate, generating data to facilitate discussion and from which to draw specific conclusions. A perceived limitation is the single case approach; however, Remenyi argues that this can be enough to add to the body of knowledge. For further investigation, there is an ongoing opportunity for future research in the area of service quality, failure and recovery, as well as the service quality gaps within the airline.Practical implicationsKey lessons and management guidelines for improving service quality are presented.Originality/valueThe paper describes how an international airline has tangible service quality failure and recovery systems in place, but fails to capitalise on the data and information generated.
Volcano hazard management strategies
Authors: Perry Ronald W. , Godchaux John David 
Published: May 2005

PurposeThis paper seeks to review the geophysical threats generated by volcanic activity and reports on the technological and social management techniques available to counter those threats.Design/methodology/approachThe information presented was derived from a review of case studies of response to volcanic eruptions in the USA, Europe and Japan. The studies reviewed included both technical papers from geologists and volcanologists and research by social scientists.FindingsThe unique relationship between human settlements and volcanoes was described. This was done in the context of special features of volcanic hazards that set them apart from other natural hazards: time frame, multiple impacts, magnitude of destructive potential and predictability. Based on pairing geophysical threats with human safety concerns, three critical social management techniques were described: public education, access controls and evacuation systems. The social science and geophysical principles that underlie the effectiveness of these techniques are described.Practical implicationsThe review brings together the results of numerous case studies over the years and highlights the hazard management issues that were common across them. Then, with respect to each of the techniques identified, a critique of issues associated with implementation was conducted that draws upon both the geophysical literature and social science literature. In particular, patterns of citizen resistance to public education, access controls and evacuation are described and approaches to implementation that minimize such resistance are suggested.Originality/valueThere are many discussions in the geophysics literature of the types and nature of volcanic eruptive behavior. In the social science literature there are discussions of public education strategies for hazards, controlling access to dangerous locations and evacuation systems. This paper pairs geophysical threats with appropriate techniques for protecting populations, specifically within the unique context of volcanic eruptions. There is also discussion of common problems that have arisen when the different techniques have been used in the past and suggestions for ways to avoid those problems. The paper is aimed at professional emergency managers and planners who are faced with managing dangers to populations from volcanicity.
Why vulnerability matters
Authors: McEntire David A. 
Published: May 2005

PurposeThe following conceptual exposition is presented in light of the growing number of scholars who indicate need for a comprehensive and coherent approach to disaster reduction, while practitioners seem to be continually faced with dynamic and seemingly contradictory goals and strategies.Design/methodology/approachThis article reviews arguments from an assorted collection of literature in order to increase theoretical understanding of disasters and attempts to integrate various concepts, paradigms and policy proposals.FindingsThe discussion points out the strengths and weaknesses of alternative viewpoints about disasters, and suggests that a broad conceptualization of vulnerability may be best suited to assimilate findings for academia and simplify policy guidance for professionals in the field.Research limitations/implicationsBecause this is a cursory exploration of the casting of vulnerability management in terms of liability reduction and capacity building, additional research on the matter will undoubtedly be needed. Nonetheless, it is hoped that this article may pull together diverse academic frameworks, in order to avert recurring mistakes among those designing and implementing policy.Originality/valueBy updating the author's prior work in this area with additional considerations regarding the natural hazards, civil defense, risk management and homeland security schools, this article may be useful for scholars and practitioners interested in reversing the trend of more frequent and intense disasters.
Indigenous technical knowledge inputs for effective disaster management in the fragile Himalayan ecosystem
Authors: Rautela Piyoosh 
Published: May 2005

PurposeSurvival strategy of the masses has led to the evolution of area‐specific, locally pertinent and effective ways of mitigating natural disasters. This vital knowledge base is, however, often ignored and is being fast eroded. The paper aims at highlighting the relevance of these practices that put forth most cost‐effective and acceptable means of mitigating disasters.Design/methodology/approachThe paper is based on the extensive field studies and in‐depth probe of the traditional resource management practices of the people of the remote Himalayan terrain by the author and it reflects his belief in the acumen of the masses.FindingsThe paper discusses the relevance of the various disaster management practices of the region. During the course of their habitation in the disaster‐prone Himalayan terrain the indigenous people through experience, experimentation and accumulated knowledge devised ways of reducing their vulnerability to natural hazards. Studies show that their understanding was fairly evolved in the areas of earthquake, landslide and drought management and had devised efficient ways of mitigating the effects of these.Research limitations/implicationsThe paper reflects the author's individual understanding and interpretation of the practices based on his interactions with the masses.Practical implicationsImprovisation on the traditional practices of disaster management has a major role to play in putting forth cost‐effective and sustainable means of shielding the community against the impact of natural disasters. This article puts forth an alternative approach of interpreting the traditional practices of the masses and would lead to appropriate innovations for better disaster management in the region.Originality/valueThis paper represents a useful attempt to reinforce the importance of local knowledge in mitigating natural disasters, which is often ignored and is quick to erode.
The networked idealist's advantage
Authors: Lowy Alex , Hood Philip , Singer Eli 
Published: May 2005

PurposeThe authors have identified a new type of innovator that combines the rascal‐like idealism of Robin Hood with the network‐based business models of early internet businesses to revolutionize many markets. These innovators are initially non‐profit entrepreneurs who develop organic, cellular, distributed network structures to accomplish their work. They use financial, transportation and communications networks in novel ways to circumvent normal barriers to market entry.Design/methodology/approachThe authors studied the business practices and culture of a number of these network idealists.FindingsNetwork idealist succeed by undermining at least four of the barriers to market entry. They use networks to ramp up scale quickly. They differentiate by appealing to idealistic or radical impulses, often creating a charismatic brand in the process. They overcome capital requirements by using contributed labor and public infrastructures. And, they skirt the regulations that restrict innovation in many industries.Research limitations/implicationsAs network idealist organizations like Craigslist mature, researchers will need to analyze how their business model changes and develops.Practical implicationsAn incumbent options matrix describes four strategies available in response to network idealist competition: eliminate, join, barricade, align.Originality/valueThe authors identify a new and very successful form of competition, explain its strategies, and suggest ways to counter attack.
From breakthrough to value creation
Authors: McKinnon Robert , Gowland Chris , Worzel Ken 
Published: May 2005

PurposeThis article introduces a three‐part approach to improving the results of discovery programs.Design/methodology/approachThe authors studied successful R&D programs to determine the right elements of a process for discovery‐based innovation that improved the commercial focus of invention without disturbing the subtle creative dynamics of a successful research organization.FindingsThe search led the authors to the following three‐part approach: run discovery as a separate business, not as part of a business; focus on the economics of the process, not of the project; focus on decision‐making effectiveness, not functional efficiency.Research limitations/implicationsThe financial impact of authors’ approach needs to be studied and validated.Practical implicationsThe authors’ approach provides managers with clear guidelines for structuring their research discovery programs.Originality/valueThe authors’ approach contradicts much conventional thinking.
Leadership: experience is the best teacher
Authors: Thomas Robert J. , Cheese Peter 
Published: May 2005

PurposeThe authors introduce an experience‐based approach offering a comprehensive new way of developing leaders. It knits together on‐the‐job experience, life experience, and specific skill development, rather than presenting employees with a smorgasbord of classes and programs that is tenuously linked (if it is linked at all) to career development, succession planning, or business objectives.Design/methodology/approachThe authors base their conclusions on previous Accenture research and their observations of leadership technology as used by organizations.FindingsAdvances in learning models, information technology, and leadership research strongly suggest that new approaches like experience‐based learning hold strong promise in helping companies meet the high performance challenge.Research limitations/implicationsThe experience‐based approach bridges the gap between practice and performance through creative uses of information and communication technology. Research to validate and show the impact of the experience‐based approach compared to various alternatives would be welcome.Practical implicationsThe experience‐based method can be adapted to the developmental needs and opportunities of leaders and potential leaders at all stages of their careers, and also to the changing needs of organizations operating in complex and uncertain environments. The goal of experience‐based leadership development is to equip employees to mine their experiences – continuously and intensively – for insight into what it takes to lead, what it takes to grow as a leader, and what it takes to cultivate the leader in others (peers and superiors as well as subordinates).Originality/valueToday's challenge for organizations is to grow more leaders over a larger terrain and faster than ever before. Article explains how a program that uses learning models, information technology, and leadership research to link experience and leadership training can help companies produce higher quality leaders more efficiently.
Four futures: privacy battles and chatty networks
Authors: Randall Doug 
Published: May 2005

PurposeTwo completely different views on data distribution – the lockbox versus the chatty network – pose a dilemma that strategic planners must address and resolve. How do organizations make sense of conflicting possibilities for the future of information networks?Design/methodology/approachRecently the author participated in a discussion with privacy and security professionals attending an annual privacy and security conference titled “Seeking the middle path.” They explored four scenarios for the future of privacy and security.FindingsThe experts explored a future called Aikido – a scenario where the value proposition of networking takes precedence over privacy. Some of the elements of this scenario can be discerned from examining the offerings of companies that operate on the Internet today.Research limitations/implicationsOther companies need to explore these four scenarios in the light of their own security and privacy concerns as well as the possibilities of developing network business models.Practical implicationsThe next step for CEOs struggling with issues of privacy and security: figure out the connection between sense making (expanding your view of new possibilities like networks and reperceiving what they mean to the industry and your organization) and business judgment (making concrete decisions that exploit that knowledge).Originality/valueThe author introduces a scenario called Aikido – a possible future where the value proposition of networking takes precedence over privacy. He shows how several existing companies are pioneering this value proposition.
Independence and co‐operation among small businesses
Authors: Koçak Akın , Edwards Vincent 
Published: May 2005

PurposeThe article seeks to explore the importance of entrepreneurial behaviour and inter‐firm co‐operation for small firms seeking growth in a volatile, recession‐hit environment. Entrepreneurial behaviour is defined as seeking opportunities, developing new products and entering new markets. Strategic thinking and strategy type determine behaviour. Inter‐firm co‐operation includes both horizontal and vertical relationships.Design/methodology/approachA case study of co‐operating firms and questionnaire survey of independent firms were conducted in the Turkish shotgun industry.FindingsSmall firms engaging in co‐operation and applying prospector/analyser‐type strategies achieve greater success and growth than independent firms in the same industry. Moreover, co‐operation includes socio‐psychological, strategic and network dimensions, which are essential factors for success and growth.Research limitations/implicationsSince the sample comprised only one case and a small number of independent firms, generalization is difficult. Moreover, the results may not apply to other industries.Practical implicationsRelevant government agencies and other researchers should consider co‐operation and/or clusters to mitigate the impact of economic recession and sustain employment levels.Originality/valueAlthough the Huglu case is unique in Turkey, clusters and co‐operations can enhance firm performance, job creation and general social welfare.
The entrepreneurial role of organisational members in the internationalisation of a franchise system
Authors: Altinay Levent , Roper Angela 
Published: May 2005

PurposeTo discuss the entrepreneurial role and importance of organisational members in implementing franchising decisions internationally.Design/methodology/approachA single embedded case study of an international hotel firm was the focus of the enquiry. Interviews, observations and document analysis were used as the data collection techniques.FindingsFindings suggest that Development Directors, as the organisational members in host country markets, display many characteristics of entrepreneurial salespeople in the process of selling the franchise system. However, they face organisational obstacles which mean that they cannot fully exploit their entrepreneurial effort. The paper concludes by suggesting that it is Development Directors, as opposed to senior decision makers, who possess an international orientation and are therefore crucial to the internationalisation process of the firm. In addition, there is an indication that there is a relationship between entrepreneurial efforts within sales and the performance of a firm.Research limitations/implicationsThe hotel industry has been chosen as the focus of the study, and the comparability with other industries is therefore questionable. Although the research findings have not indicated any substantial differences in terms of the international management of the hotel firms and other types of organisations, the findings of this research cannot be generalised.Practical implicationsThis paper both illuminates the challenges franchise organisations face internationally and highlights the options that companies may consider as part of their growth strategies.Originality/valueThis paper illustrates the role and importance of organisational entrepreneurs in the international expansion process and sheds new light on the implementation of franchising decisions internationally. It identifies an important factor in the operationalisation of international franchising – the need for entrepreneurial sales people in the franchise‐selling procedure.
Women's career development phases
Authors: O'Neil Deborah A. , Bilimoria Diana 
Published: May 2005

PurposeThis study aims to explore the nature of women's career experiences over the life course by examining career patterns, careerlocus, career contexts, and career beliefs.Design/methodology/approachA qualitative, inductive approach to data gathering and analysis was employed, using life story surveys, semi‐structured interviewing, thematic analysis, grounded theory, code development and descriptive statistics.FindingsThe data revealed distinct patterns of how women's careers develop over time, particularly with regard to the impact of career contexts (societal, organizational, and relational) and women's own changing images of their careers and career success. A three‐phase, age‐linked model of women's career development is proposed: the idealistic achievement phase; the pragmatic endurance phase; and the reinventive contribution phase.Research limitations/implicationsFuture studies should test replicability of these findings to determine whether this three‐phase model is embedded in the particular socio‐historical context of the times in which the particular women in this sample have lived or is universally applicable across different eras and changing realities.Practical implicationsBetter organizational efforts are needed to ensure that women receive ongoing coaching and mentoring, work for managers who support their development, have access to organizational resources and opportunities to develop their skills, are given challenging assignments, are acknowledged for their unique talents, and are recognized for aptitude learned through life experiences and “non‐traditional” work histories.Originality/valueThis is a rare, women‐only study that looks at the career dynamics of women over the life course.
Clinical leadership in health care: a position statement
Authors: Millward Lynne J. , Bryan Karen 
Published: May 2005

PurposeThis paper aims to briefly review leadership within the contemporary UK National Health Services (NHS) including Department of Health and Royal College of Nursing (RCN) initiatives.Design/methodology/approachIt is argued that the concept of clinical leadership is a viable and important one, and is theoretically consistent with the contemporary social psychological literature on the importance of “local” leadership to effective organizational functioning. Field theory proposes that local influences (e.g. local management) on attitudes and behaviour will to a large extent mediate the impact of the organization (e.g. organisational structure and values) on (in this instance) health care delivery.FindingsThe reality of clinical leadership must involve a judicious blend effective management in the conventional sense with skill in transformational change in order to make real difference to the care delivery process.Practical implicationsFor leadership initiatives to become truly culturally embedded into the “way we do things around here”, they require more than just individual training and development.Originality/valueA view is offered for the practical interpretation of the clinical leadership concept in relationship terms. This will involve management of the relationship between health care professionals, between health care professionals and the “organizations” to which they are accountable and between health care professionals and service users.
Access and utilization of health services by British Columbia's rural Aboriginal population
Authors: Wardman Dennis , Clement Ken , Quantz Darryl 
Published: May 2005

PurposeTo provide a picture of the access and use of health services by Aboriginal British Columbians living in both reserve and off‐reserve communities.Design/methodology/approachThis project represents a collaborative effort between the University of British Columbia and multiple Aboriginal community partners. Between June and November 2003, 267 face‐to‐face interviews were conducted with Aboriginal persons in seven rural community organizations across the province.FindingsThis paper reports on the results of a survey of 267 Aboriginal clients. It was found that a substantial number of survey respondents accessed health services provided by an Aboriginal person. Although most respondents felt that services were available, they also identified a number of concerns. These revolved around the need to travel for services, as well as a lack of access to more specialized services. A number of self‐reported barriers to service were also identified. These findings have several policy implications and will be useful to service planners.Research limitations/implicationsSeveral questions for additional research were identified including the need to establish an inventory of service problem areas and investigating service and benefit policy and community awareness issues.Originality/valueThis paper provides policy makers with knowledge on the rural Aboriginal population, a population that has faced long standing problems in accessing appropriate health services.