bluuebunny/crossref_metadata_2025_split huggingface dataset:
Library myths that affect performance
Authors: Holt Glen E. 
Published: May 2005

PurposeTo show that many of the old ways in which people think about libraries are not based on fact, but rather on fiction. Many ideas that library managers hold to be truths are, in fact, baseless assumptions about library operations.Design/methodology/approachUses six examples of how library management often applies old approaches to the detriment of the library's future. After describing these examples, the truth about them is revealed as each one is examined and their fallacies are laid out.FindingsThere are many assumptions that play in managing a library. Some of these are not based on fact and, as such, need to be discarded.Originality/valueChallenges managers to seek out the facts rather than base library policy on assumed truths. Even paradigms that may have once been true are not necessarily valid in today's library environment.
Determining positivity of alcohol abuse by Taguchi methods
Authors: Taner Tolga , Antony Jiju 
Published: May 2005

PurposeAims to establish the critical score and screening accuracy of the CAGE Questionnaire in three treatment settings – primary health care, walk‐in (triage) clinic and the emergency room.Design/methodology/approachTaguchi methods are applied to three screens of the CAGE questionnaire.FindingsAnalysis of the sensitivity and specificity data of three CAGE screens by leveling factor (p′), signal‐to‐noise ratios (S/N, SS/N) and their dependent relation resulted in critical CAGE scores of 1, 1 and 2; and high screening accuracy levels of 98.44, 97.20 and 94.92 percent, respectively. The illustrated method yielded excellent (≥95 percent) screening accuracy values for primary health care, emergency room and walk‐in clinic patients.Originality/valueTo reduce misclassification rates of alcohol abuse, screening systems should concentrate first on developing ways to standardize protocols. Further work is needed to establish high screening accuracy in other clinical settings, and particularly in those at risk of alcohol abuse in the general population.
Employee care, a vital antecedent to customer care in the health care industry
Authors: O'Neill Martin 
Published: May 2005

PurposeThe paper reports on the conceptualization and measurement of the employee satisfaction construct at North East Alabama Regional Medical Center (RMC), Anniston, Alabama. The study sought to take a global attitudinal measure of employee satisfaction.Design/methodology/approachThe employee satisfaction construct was evaluated through the use of an amended Brayfield‐Rothe Index (BRI). The Index, in its original form, comprises an 18‐item five‐point Likert scale with items listed in both positive and negative format. The amended instrument comprised an additional 12 items addressing such issues as organizational culture and satisfaction with existing orientation, human resource policy and practice. The sample was drawn from all employees of the North East Alabama Regional Medical Center, Anniston, Alabama over a two‐week period in November 2003.FindingsThe results have proved beneficial in revealing those core dimensions that comprise the employee satisfaction construct, at least as defined through the use of BRI at RMC. The Center has been able to identify those areas where performance should be maintained at present levels and those where improvement is needed.Research limitations/implicationsThe research is limited by the fact that it was cross‐sectional in nature and in order to track real change/improvement over time, it should be repeated annually. It should also be stressed that the BRI was used to provide a global attitudinal measure of employee satisfaction only. When used as such, the author would recommend a certain amount of qualitative follow‐up with willing participants in a focus group forum. This should allow for a richer interpretation of the results.Practical implicationsThe results have proved beneficial in revealing those core dimensions that comprise the employee satisfaction construct, at least as defined through the use of BRI at RMC. The Center has been better placed to identify those areas where performance should be maintained at present levels and those where improvement is needed.Originality/valueThe research demonstrates the value and relative simplicity of the BRI method.
Procurement performance measurement system in the health care industry
Authors: Kumar Arun , Ozdamar Linet , Peng Ng Chai 
Published: May 2005

PurposeThe rising operating cost of providing healthcare is of concern to health care providers. As such, measurement of procurement performance will enable competitive advantage and provide a framework for continuous improvement. The objective of this paper is to develop a procurement performance measurement system.Design/methodology/approachThe paper reviews the existing literature in procurement performance measurement to identify the key areas of purchasing performance. By studying the three components in the supply chain collectively with the resources, procedures and output, a model is been developed. Additionally, a balanced scorecard is proposed by establishing a set of generic measures and six perspectives. A case study conducted at the Singapore Hospital applies the conceptual model to describe the purchasing department and the activities within and outside the department.FindingsThe results indicate that the material management department has already made a good start in measuring the procurement process through the implementation of the balanced scorecard.Research limitations/implicationsThere are many data that are collected but not properly collated and utilized. Areas lacking measurement include cycle time of delivery, order processing time, effectiveness, efficiency and reliability. Though a lot of hard work was involved, the advantages of establishing a measurement system outweigh the costs and efforts involved in its implementation.Practical implicationsResults of balanced scorecard measurements provide decision‐makers with critical information on efficiency and effectiveness of the purchasing department's work.Originality/valueThe measurement model developed could be used for any hospital procurement system.
Quality management and employee commitment illustrated with examples from Dutch health care
Authors: Schalk René , Van Dijk Wim 
Published: May 2005

PurposeTo assess the relationship between quality management and employee commitment.Design/methodology/approachAnalysis of the state of affairs with respect to (T)QM programs in The Netherlands based on the literature and interviews with key informants.FindingsDescription of an approach that tries to integrate employee commitment and quality management based on the concept of employees' psychological contracts with their organization (ideas about mutual obligations between them and their employer).Research limitations/implicationsThe interviews with key informants provide limited information: the study is done in only one country. Research in a broader context and on a larger scale would give a more general overview.Practical implicationsThe crucial factor in making quality management work can better be described by “quality fails when employees' psychological contracts are neglected” than by “quality fails when the system fails”.Originality/valueThis paper highlights the essential relationship between quality management and employee commitment and offers suggestions on how to approach this issue.
The impact of Leading Empowered Organisations (LEO) on leadership development in nursing
Authors: Hancock Helen , Campbell Steve , Bignell Pat , Kilgour Julie 
Published: May 2005

PurposeThis study sought to evaluate the impact and sustainability of the Leading Empowered Organisations (LEO) programme on the role of G Grade Nurse Managers, their colleagues and therefore on patient care at CHS.Design/methodology/approachA qualitative, inductive research methodology, which employed 360‐degree research evaluation, was used. A purposive sample of four G Grade Nurse Managers was included. Each G Grade and eight of each of their colleagues were interviewed. Data were analysed according to the principles of thematic analysis.FindingsThere was evidence of a sustained impact of the LEO programme on G Grade Nurse Managers in relation to competence, action plans, delegation, communication strategies, problem solving, risk taking, leadership and management. The study also revealed a number of significant personal and contextual factors that affected the implementation of the LEO principles. Empowerment, or a lack of it, underpinned much of what occurred in the implementation of the LEO principles by the G Grades into practice.Originality/valueThe findings indicated that both organisational and individual action is necessary to achieve leadership development. Organisations need to ensure that investment in leadership is not restricted to the LEO programme, but that it becomes a strategic priority.
Measuring service quality in a hospital colposcopy clinic
Authors: Wisniewski Mik , Wisniewski Hazel 
Published: May 2005

PurposeThe issues surrounding the measurement and provision of service quality in a health care setting are becoming increasingly important to nursing. This research study aims to apply the SERVQUAL measurement instrument in a Scottish colposcopy clinic.Design/methodology/approachThe study involved adapting the SERVQUAL instrument to the colposcopy setting and asking a sample of patients to complete the questionnaire. Patient expectations of service were obtained on first attendance at the clinic. Patient perceptions of service received were obtained on completion of treatment. Perceptions and expectations are then compared to identify where the largest service gaps exist.FindingsAlthough patient satisfaction with the overall service provided was generally high, the instrument provided evidence of where specific service improvements were needed. The largest service quality gap was for the reliability of service. The research also revealed the need for improved premises.Research limitations/implicationsAlthough the study has a limited sample size, it does appear that the SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in nursing, enabling nursing staff to identify where improvements are needed from the patients' perspective. The study has raised a number of issues which would form the basis for useful further research.Practical implicationsService quality from the patients' perspective should be routinely monitored and assessed.Originality/valueThe findings should be useful to nursing staff seeking to assess, and improve, service quality.
Splitting and projection at work in schools
Authors: Dunning Gerald , James Chris , Jones Nicola 
Published: May 2005

PurposeThe purpose of this paper is to report research into the social defence of splitting and projection in schools. In splitting and projection, organisational members separate their unbearable feelings from the more acceptable ones and project them, typically towards other individuals and groups.Design/methodology/approachThe research was undertaken in three secondary (11‐18), co‐educational, maintained schools in Wales, UK, using a case study method and a psychoanalytic approach and interpretive perspective. Data were collected during interviews and meetings with key players.FindingsThe cross‐case analysis and interpretation showed how features in the whole system such as institutional stress can create a setting in which splitting and projection may flourish. The inadequate definition and management of institutional roles may also contribute. Individuals and groups may act as “lightning rods” receiving and taking in projected feelings and may play a part in establishing themselves in that role. Splitting and projection can develop into blame, demonisation, scapegoating and bullying. The ability of those involved to transform projected feelings, that is, to accept them, contain them, change them into benign and acceptable forms, and then return them in that different form, is crucial to minimising the impact of splitting and projection and to ensuring that it does not grow into more dangerous organisational phenomena. This transformation‐and‐return process is a key educational leadership task.Originality/valueThe paper provides a new perspective on a widespread behaviour in schools and colleges and describes how the behaviour can be managed. It has implications for all educational leaders.
Teacher‐principal relationships
Authors: Moye Melinda J. , Henkin Alan B. , Egley Robert J. 
Published: May 2005

PurposeTo investigate relationships between teacher empowerment and interpersonal level trust in the principal.Design/methodology/approachTrust is a fundamental element in well‐functioning organizations. Studies of empowerment, a motivational construct, have suggested that empowering employees is a key factor in managerial and organizational effectiveness. An instrument was constructed to measure perceived teacher empowerment and level of interpersonal trust in the principal. Established measures of psychological empowerment and affect‐and cognition‐based trust were adapted for use in the study. Elementary school teachers in an urban school district in the USA completed the survey instrument.FindingsTeachers who perceived that they were empowered in their work environments had higher levels of interpersonal trust in their principals. Teachers who found their work personally meaningful, and who reported significant autonomy and substantial influence in their work environments had higher levels of interpersonal trust in principals.Research limitations/implicationsThis investigation was delimited by the study sample. Research on the empowerment‐trust relationships should be extended to include middle and high schools, and schools in different regions with a broader range of demographics.Practical implicationsPrincipals should consider suggested strategies that can strengthen teachers’ perceptions of empowerment, reinforce trustworthy behaviors, and support beliefs in the honesty, integrity, and reliability of supervisors.Originality/valueThe study compliments the limited base of data‐driven research in education and the non‐profit sector that focuses on significant intervening variables associated with trust in organizations.
Not just location: LEAs and inequalities among schools
Authors: Yair Gad 
Published: May 2005

PurposeWith growing decentralization, local education authorities (LEAs) face new tasks and responsibilities in providing schools with administrative services and resources. This study aims to use a multilevel framework to assess the extent to which LEAs differentially affect the provision of resources and administrative services to schools, and the differential extent to which organizational effectiveness and LEAs’ corporate social capital account for between‐LEA variation in these outcomes.Design/methodology/approachUsing an Israeli national sample of 464 schools in 76 LEAs, the study uses an HLM methodology to test which of the two theoretical models best fits the data.FindingsThe analysis reveals that background characteristics of a locale are not related to administrative services and resources that LEAs provide to schools in their jurisdiction. In contrast, LEAs do differentially affect these services and resources, with the variables of organizational effectiveness accounting for most of the observed inter‐LEA inequalities.Research limitations/implicationsThe study is based on cross‐sectional design, therefore precludes any causal definitive conclusions.Originality/valueThe study concludes by suggesting that inequalities in LEAs’ organizational capacities trickle down to the school level and LEAS are important organizational units in any attempt to curb inequality of service to students.
Leadership learning
Authors: Cardno Carol , Fitzgerald Tanya 
Published: May 2005

PurposeDuring the 2000‐2004 period, one New Zealand tertiary institution provided a management development programme for experienced secondary school principals. Aims to determine the extent to which the learning had been sustained beyond the formal programmeDesign/methodology/approachA postal questionnaire was administered to 80 participants seeking responses to questions concerning the programme and whether the learning had been transferred to their organisations.FindingsEmpirical data suggested that while the programme was highly valued and there was a high degree of willingness to sustain the learning, this is only possible if school boards actively support principals to engage in critical reflection by providing time and opportunity. This research project provides evidence of the need for principals to participate in advanced management development in order to stimulate their own leadership learning.Originality/valueFindings from this research will be of benefit to policy makers, employing authorities and principals.
A Pyrrhic victory
Authors: Stauss Bernd 
Published: May 2005

PurposeThe purpose of the paper is to discuss critically the implications of an unlimited broadening of the understanding of service.Design/methodology/approachThe position of a service‐centered marketing paradigm is described. This position essentially removes the differentiation between goods and services, so that basically all “goods” are declared to be “services”. On the basis of this description, six propositions are developed that examine the possible problematic consequences of this claim of victory of “service thinking” in management.FindingsThe critical analysis shows that the equalization of “goods” and “services” carries the risk of losing valuable service‐specific knowledge. In particular, broadening the understanding of co‐production to include the use of physical goods leads to an abstract equating of matters that are manifestly different, and to an abandonment of important service‐specific insights.Research limitations/implicationsThe paper presents a specific and neglected viewpoint in a relevant discussion, but is not based on empirical data.Practical implicationsThe paper is an inspiring source for all in academia who are interested in fundamental questions of services marketing and management.Originality/valueThis paper provides a valuable contribution because it supplements the discussion of the understanding of services by considering the problematic implications of an unlimited broadening of the service concept.
Diagnosing the zone of tolerance for hotel services
Authors: Nadiri Halil , Hussain Kashif 
Published: May 2005

PurposeAims to address the concept of the “zone of tolerance” in judgments of hotel service quality. The present study describes the zone of tolerance for customers’ service expectations and determines the customer satisfaction level in Northern Cyprus hotels – which is a new emerging market as an island destination.Design/methodology/approachThe sample of the study consisted of customers visiting four‐star, five‐star, and resort hotels located in the Gazimağusa and Kyrenia regions of Northern Cyprus in June and July 2004. The questionnaire was based on service expectations and perceptions. As a result of the pilot study with 50 customers, the instrument was reworded for measuring service quality and the zone of tolerance for hotels. This modified instrument became the “HOTELZOT” instrument, which was used to measure customers’ service expectations and service perceptions. Psychometric properties of the scale (such as reliability) were tested, and the dimensionality of the scale was confirmed through an exploratory factor analysis.FindingsThe conceptual model (HOTELZOT) presented here, and the results of this study, demonstrate that evaluation of services can be scaled according to different types of expectations – “desired” and “adequate” – and that customers use these two types of expectations as a comparison standard in evaluating hotel services. The findings reveal that the customers visiting Northern Cyprus hotels have a narrow zone of tolerance in services provided by the hotels. The results also indicate that the HOTELZOT instrument presented here is two‐dimensional. The results with respect to gap analysis reveal that there was a shortfall in the service quality provided by the hotels in the sample, with the largest gap being found in intangibles.Research limitations/implicationsFirst, the sample in this study is small and is limited to a relatively specific group of tourists. Second, measurement of customer satisfaction was carried out using a single‐item scale, and it was therefore not possible to estimate its reliability. Finally, this study examined the influence of two factors on customers’ zones of tolerance for hotels. As proposed by Zeithaml et al., there might be other factors that determine the width of the zone of tolerance.Originality/valueThis study is necessary, useful, and relevant because: it focuses on service quality in island destinations (which have received little attention in the past); Northern Cyprus is both an island and a virgin market in the Mediterranean where quality of hotels is a significant strategic issue for increasing the competitiveness in the international tourism market; and the study explores service quality in terms of the zone of tolerance in the hospitality industry.
A study of the ISO 9000 certification process: consultant profiles and company behaviour
Authors: Marimon Viadiu Frederic , Cristóbal Fransi Eduard 
Published: May 2005

PurposeThis article aims to analyse the process of introducing the ISO 9000 quality standard with the help of an external consultancy company. The main objectives are to investigate: whether there were any basic differences in the way that companies behaved when implementing a quality system based on ISO 9000; and how the quality of the consultant can be measured.Design/methodology/approachThe methodology involved an empirical study of a sample of companies that obtained their ISO 9000 certifications in the years 1997, 1998, and 1999. All of these companies were based in Catalonia (Spain). The results were subjected to various statistical treatments to determine the segmentation of the market. Subsequent factor analysis determined the main factors that configured the quality of the consultancy services provided.FindingsThree types of company behaviour when faced with the task of obtaining certification are identified. The companies that obtain the greatest benefits from the project are those that regard certification as just one more step towards total quality management. In contrast, companies that are sceptical about ISO 9000 are more likely to have negative perceptions of the consultant's work. The analysis also assesses the quality of the service provided by consultants. Finally, the paper finds that the quality of the service can be appreciated in terms of three factors. The factor that is best regarded by companies is referred to here as “human quality”, whereas the least regarded is “scheduling”.Practical implicationsThe paper contributes a series of recommendations for consultants and companies looking to contract the services of specialised consultants in ISO 9000.Originality/valueThe article provides a tool to measure the service quality to the consultancy firms in order to improve its performance. On the other hand, it has been found that two out of the three dimensions related with this service were not found in the academic literature.