bluuebunny/crossref_metadata_2025_split huggingface dataset:
Improving service quality through customer feedback – the case of NPS in IBM’s training services
Authors: Ziegler Alexander , Peisl Thomas , Raeside Robert 
Published: July 2023

Purpose
The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and improvement. NPS is a basic measure to assess the likelihood of a customer recommending an organisation to somebody else. This paper aims to show that this metric can be effective in monitoring and improving the quality of workplace training.

Design/methodology/approach
Investigating the merit of using NPS to improve organisational training involved a longitudinal study of training provided by IBM. Data is analysed using panel regression and partial correlation methods. Workplace training delivery is the unit of analysis in which an NPS and conventional customer satisfaction score evaluations were conducted at the end of the delivery. The efficacy of these measures to improve quality are compared and insights derived from analysing NPS are investigated.

Findings
The findings indicate that, although NPS is not necessarily related to the results or success of a business, from a corporate perspective it can provide a solid basis from which to make business decisions that benefit a company. The authors found that NPS was associated with improved satisfaction with training, although significant regional variations were observed. Building on the data, a service business model is proposed advocating NPS as a tool for continuous improvement.

Practical implications
The contribution to practice includes a clearer understanding of NPS as a quality and service improvement indicator and also as a driver for a service business design. In addition, it is indicated that enterprises operating in multiple regions should consider regional variations in NPS.

Originality/value
By analysis of IBM’s training data, the authors gain an understanding of an industry in which quality and the use of NPS has not been extensively studied. The data also offers a rich dimension in the examination of the factors that should be considered to effectively implement an NPS service improvement plan.
Events image from the host-city residents’ perceptions: impacts on the overall city image and visit recommend intention
Authors: Lobo Cecília , Costa Rui Augusto , Chim-Miki Adriana Fumi 
Published: July 2023

Purpose
This paper aims to analyse the effects of events image from host communities’ perspective on the city’s overall image and the intention to recommend the events and the city as a tourism destination.

Design/methodology/approach
The research used a bivariate data analysis based on Spearman’s correlation and regression analysis to determine useful variables to predict the intention to recommend the city as a tourism destination. Data collection was face-to-face and online with a non-probabilistic sample of Viseu city residents, the second largest city in the central region of Portugal.

Findings
The findings had implications for researchers, governments and stakeholders. From the resident’s point of view, there is a high correlation between the overall city image and the intention to recommend it as a tourism destination. Event image and the intention to recommend the event participation affect the overall city image. Results point out the resident as natural promoters of events and their city if the local events have an appeal that generates their participation. Conclusions indicated that cities need to re-thinking tourism from the citizen’s perspective as staycation is a grown option.

Originality/value
Event image by host-city residents’ perceptions is an underdevelopment theme in the literature, although residents’ participation is essential to the success of most events. Local events can promote tourist citizenship and reinforce the positioning of tourism destinations, associating them with an image of desirable places to visit and live.
Exploring technostress in disruptive teaching practices
Authors: Willermark Sara , Högberg Karin , Nilsson Pernilla 
Published: July 2023

PurposeIn this study, the authors explore teachers' experiences of work during the pandemic using the analytic lens of technostress. More specifically, the authors investigate how the sudden transition to distance education induces technostress among teachers in relation to their teaching practice.Design/methodology/approachThe data gathering method constitutes a questionnaire that explores how teachers' work situation was affected by shifting to distance education. 286 Swedish teachers answered the open-ended questionnaire.FindingsThe results demonstrate how technostress creators, technostress strains and teachers' coping strategies are expressed in teaching practice during an extreme case of digitalization.Originality/valueThe authors contribute to the work on technostress by suggesting the theoretical concept of “technorest” to shed light on alternative effects of the digitalization of work practice. Furthermore, the authors give examples of technorest creators which the authors term “techno-shields” and “techno-security”. The results could be interesting to enhance the understanding of the digitalization of work practices and cultivate a more favorable work situation.
Turnover intentions of non-family employees in family firms – the influence of leader mindfulness, LMX quality and affective commitment
Authors: Razzak Mohammad Rezaur , Alam Mirza Mohammad Didarul , Al Riyami Said , Al Kharusi Sami 
Published: July 2023

PurposeLeveraging the mindfulness theory and the social exchange theory, this study examines the influence of perceived leader mindfulness (PLM) on turnover intentions (TOI) of non-family employees (NFEs) working in family firms. The study investigates whether the above relationship is mediated by employee perceptions of leader–member exchange quality (LMX quality) and their affective commitment (AC).Design/methodology/approachA conceptual framework is proposed that hypothesizes inverse relationship between PLM and TOI, which is posited to be mediated by both LMX quality and AC. The hypotheses are tested through survey data collected from 254 NFEs working in various family-owned businesses in Malaysia. The data analyzed through partial least square structural equation modeling (PLS-SEM).FindingsThe results indicate that PLM has a positive influence on both LMX quality and AC. Moreover, PLM has a strong negative affect on TOI. In terms of results of mediation analysis, it appears that two mediation hypotheses out of four are significant, that is mediating effect of AC between PLM and TOI and LMX quality between PLM and AC. However, the mediating role of LMX quality between PLM and TOI and the sequential mediation hypotheses were both non-significant.Research limitations/implicationsThe findings of the study imply is that to ensure retention of qualified and talented NFEs, mindfulness of family firm leaders plays a significant role in ensuring lower TOI. Furthermore, such a goal is better achieved by ensuring that such employees are supported through leadership that leads to their development of better LMX quality and AC towards the organization. The study however is limited, as other potential exogenous variables that may influence TOI were not considered.Practical implicationsLosing employees that join a firm and acquire valuable skills and experience is a significant concern for family firms that are known for discriminating between employees related to the owners and outsiders. This study presents evidence for owners and managers of family firms that by focusing on mindful behavior and working towards developing better LMX quality and AC of NFEs, the organization can reduce TOI of such employees.Originality/valueThis study contributes to the under-researched and fragmented literature on relationships between PLM among NFEs and TOI of such individuals working in family firms. Moreover, this appears to be the first study that investigates mediating roles of and LMX quality and AC among NFEs in the above relationship.
Can online travel agencies contribute to the recovery of the tourism activity after a health crisis?
Authors: Polo Peña Ana Isabel , Andrews Hazel , Morales Fernández Victor 
Published: July 2023

PurposeOnline travel agencies (OTAs) have an important role to play in reactivating tourism activity following a health crisis by providing information about the health conditions of tourist destinations. Once developed, it is necessary to analyze the effectiveness of the information provided and ascertain whether the provision of such information effects the understanding of the value of using OTAs and, in turn, the intention to do so.Design/methodology/approachThis paper, based on an empirical case study conducted during the COVID-19 pandemic, examines whether following a health crisis, the quality of information provided by OTAs on the health conditions of tourist destinations and the perceived value of their offer generate a greater OTA services reuse intention, and signals, therefore, a return to travel.FindingsThe results show the quality of the information positively influences the perceived value, but not the OTA services reuse intention. Rather, the perceived value positively influences the OTA services reuse intention.Practical implicationsOverall, it can be suggested that providing quality health information for a destination is a necessary strategy because it contributes to increasing the perceived value of OTAs. To incentivize the intention for repeated use of OTA services, it is necessary to consider the perceived value that influences the intention to make repeat OTA reservations.Originality/valueThis research offers a novel perspective about the OTAs’ contribution to the recovery of the activity of the tourism industry after a health crisis. This contributes to achieving a more resilient sector in the face of future health crises.
Looking for integrated elderly care in practice
Authors: Juutinen Anna-Mari 
Published: July 2023

PurposeThe goal of integrated, multidisciplinary and person-centered care is on the welfare policy agenda in many countries, but how about integrated service delivery in action? This paper describes a three-year service journey of an elderly person from home to a nursing home through home care, specialized hospital and inpatient care. The aim of this viewpoint paper is to consider how customer orientation and integration are realized when an older lady living an active life becomes seriously ill and loses the ability to conduct daily functions.Design/methodology/approachThe service path will be described from the perspective of a relative.FindingsThe paper raises questions related to governance as well as multidisciplinary and customer orientation in integrated care.Originality/valueThe paper discusses a real-life experience of an elderly care journey from active senior life to a nursing home in Finland. When making visible an elderly care journey, this gives real-life information about the challenges and the needs for development. Better practical understanding helps to remove inter-organizational barriers toward more integrated and patient safe care.
Granite powder as partial replacement of cement in M30 grade concrete mix using IS 10262:2019
Authors: Merugu Sweety Poornima Rau , Y.M. Manjunath 
Published: July 2023

PurposeThis study aims at designing consistent and durable concrete by making use of waste materials. An investigation has been carried out to evaluate the performance of conventional and optimal concrete (including 5% GP) at high temperatures for different exposure times.Design/methodology/approachAn experimental work is carried out to compare the conventional and optimal concrete with respect to weight loss, mechanical strength characteristics (compressive, tensile and flexural) after exposed to 100, 200 and 300 °C with 1, 2 and 3 h duration of exposure followed by cooling in furnace for 24 h and then air cooling.FindingsThe workability of granite powder modified concrete decreases as percentage of replacement increases. Compressive, tensile and flexural strengths all increased at 100 °C when compared to strength characteristics at normal temperature, regardless of the exposure conditions, and there was no weight loss noticed. For 200 and 300 °C, the strengths were decreased compared to normal temperature and an elevated temperature of 100 °C, as weight loss of concrete specimens are observed to be decreased at these temperatures. So, the optimum elevated temperature can be concluded as 100 °C.Originality/valueIncorporating pozzolanic binder (granite powder) as cement replacement subjecting to elevated temperatures in an electric furnace is the research gap in this area. Many of the works were carried out replacing GP for fine aggregate at normal temperatures and not at elevated temperatures.
Internet of things and aviation: a bibliometric and visualization analysis
Authors: Burak Mehmet Fatih , Küsbeci Polathan 
Published: July 2023

PurposeConsidering both the current opportunities of the Internet of things (IoT) and aviation, as well as the potential opportunities they may offer for the future, it is understood that they are among the important issues that need to be examined in the literature. This study aims to provide an idea by conducting bibliometric and visualization analyses of the current trends and development opportunities of IoT and aviation.Design/methodology/approachIn this study, descriptive and bibliometric analyses within the framework of co-author, co-citation, bibliographic coupling, and keyword co-occurrence analysis were carried out for publications found to be published between 2007 and 2023 in the Web of Science (WoS) database related to IoT and aviation. VOSviewer (ver. 1.6.18) program and the Biblioshiny application were used to create bibliometric networks and provide visualization.FindingsAs a result of some descriptive and visualization analyses, the current trend of publications on IoT and aviation and future publication opportunities has been revealed. It has been understood that the subject of IoT and aviation is one of the subjects whose number of publications has increased in recent years and has not yet fully matured in terms of the number of publications and has the potential to make new publications.Originality/valueIn this study, bibliometric analysis of IoT and aviation, which could not be found examined before in the literature, and the creation of existing bibliometric networks by visualizing were carried out.
Information privacy culture in Croatian libraries
Authors: Katulić Anita 
Published: July 2023

PurposeThe research aims to establish the predictors of the acceptance of technical and organizational measures for the protection of personal data to ensure information privacy in Croatian libraries, starting from the constructs of the APCO Macro Model.Design/methodology/approachTwo data collection methods were used: the online survey questionnaire method and the analysis of the websites of independent libraries in the Republic of Croatia.FindingsThe results show that the acceptance of measures for personal data protection by a library manager is mostly influenced by perceived knowledge, while culture and trust have a positive correlation of moderate strength. Awareness has a low positive correlation, and privacy experience is not statistically related to the acceptance of measures. There is no statistically significant difference in the acceptance of measures for the protection of personal data concerning age and work experience in the profession. There is a statistically significant correlation between compliance with the principle of transparency and the size of the library.Originality/valueThe study is valuable as it examined the characteristics of the culture of information privacy in libraries and determined the existence and impact of factors that influence ensuring the information privacy of users in Croatian libraries.
IDENTITARIAN MOVEMENTS IN THE TOURISTIC CITY: The Marketing of Hate in Verona
Authors: Demirsu Ipek 
Published: July 2023

AbstractVerona is known as the touristic city of Romeo and Juliet, but its position as a strategic node in the rising identitarian movement goes unnoticed to the thousands of tourists visiting the city every day. This article articulates the historical centre of Verona as a public space in which far‐right and populist right groups seek to construct an exclusionary territorial identity that draws on white supremacy, northern pride and Catholic fundamentalism, which manifest themselves in practices of bordering and territorialization. I argue that the city's perfectly preserved heritage and its assumed authenticity are not only utilized to construct the ideal protagonists of city life, but also that such territorial themes of defending the ‘native homeland’ and its traditions are marketed to the outside world by constructing a ‘model’ city for a growing transnational movement. In this study, which is based on ethnographic fieldwork, archival research and in‐depth interviews, I investigate the mechanisms through which certain historical centres are showcased to build an identitarian network through everyday practices of boundary‐drawing and the marketing of a territorial anti‐modernist nostalgia.
Algorithms in personnel selection, applicants' attributions about organizations' intents and organizational attractiveness: An experimental study
Authors: Koch‐Bayram Irmela Fritzi , Kaibel Chris 
Published: July 2023

AbstractMachine‐learning algorithms used in personnel selection are a promising avenue for several reasons. We shift the focus to applicants' attributions about the reasons why an organization uses algorithms. Combining the human resources attributions model, signaling theory, and existing literature on the perceptions of algorithmic decision‐makers, we theorize that using algorithms affects internal attributions of intent and, in turn, organizational attractiveness. In two experiments (N = 259 and N = 342), including a concurrent double randomization design for causal mediation inferences, we test our hypotheses in the applicant screening stage. The results of our studies indicate that control‐focused attributions about personnel selection (cost reduction and applicant exploitation) are much stronger when algorithms are used, whereas commitment‐focused attributions (quality enhancement and applicant well‐being) are much stronger when human experts make selection decisions. We further find that algorithms have a large negative effect on organizational attractiveness that can be partly explained by these attributions. Implications for practitioners and academics are discussed.
High‐flow via a tracheostomy tube and speaking valve during weaning from mechanical ventilation and tracheostomy
Authors: Egbers Peter H. , Sutt Anna‐Liisa , Petersson Jenny E. , Bergström Liza , Sundman Eva 
Published: July 2023

AbstractBackgroundWeaning from mechanical ventilation and tracheostomy after prolonged intensive care consume enormous resources with optimal management not currently well described. Restoration of respiratory flow via the upper airway is essential and early cuff‐deflation using a one‐way valve (OWV) is recommended. However, extended OWV use may cause dry airways and thickened secretions which challenge the weaning process. High‐flow therapy via the tracheostomy tube (HFT‐T) humidifies inspired air and may be connected via an in‐line OWV (HFT‐T‐OWV) alleviating these problems. We aim to provide clinical and experimental data on the safety of HFT‐T‐OWV along with a practical guide to facilitate clinical use during weaning from mechanical ventilation and tracheostomy.MethodsData on adverse events of HFT‐T‐OWV were retrieved from a quality register for patients treated at an intensive care rehabilitation center between 2019 and 2022. Benchtop experiments were performed to measure maximum pressures and pressure support generated by HFT‐T‐OWV at 25–60 L/min flow using two different HFT‐T adapters (interfaces). In simulated airway obstruction using a standard OWV (not in‐line) maximum pressures were measured with oxygen delivered via the side port at 1–3 L/min.ResultsOf 128 tracheostomized patients who underwent weaning attempts, 124 were treated with HFT‐T‐OWV. The therapy was well tolerated, and no adverse events related to the practice were detected. The main reason for not using HFT‐T‐OWV was partial upper airway obstruction using a OWV. Benchtop experiments demonstrated HFT‐T‐OWV maximum pressures <4 cmH2O and pressure support 0–0.6 cmH2O. In contrast, 1–3 L/min supplemental oxygen via a standard OWV caused pressures between 84 and 148 cmH2O during simulated airway obstruction.ConclusionsCurrent study clinical data and benchtop experiments indicate that HFT‐T‐OWV was well tolerated and appeared safe. Pressure support was low, but humidification may enable extended use of a OWV without dry airway mucosa and thickened secretions. Results suggest the treatment could offer advantages to standard OWV use, with or without supplementary oxygen, as well as to HFT‐T without a OWV, for weaning from mechanical ventilation and tracheostomy. However, for definitive treatment recommendations, randomized clinical trials are needed.
Borderline personality disorder and depression severity predict suicidal outcomes: A six‐month prospective cohort study of depression, bipolar depression, and borderline personality disorder
Authors: Söderholm John J. , Socada J. Lumikukka , Rosenström Tom H. , Ekelund Jesper , Isometsä Erkki 
Published: July 2023

AbstractBackgroundSuicide risk is high in patients with major depressive disorder (MDD), bipolar disorder (BD) and borderline personality disorder (BPD). Whether risk levels of and risk factors for suicidal ideation (SI) and suicide attempts (SA) are similar or different in these disorders remains unclear, as few directly comparative studies exist. The relationship of short‐term changes in depression severity and SI is underinvestigated, and might differ across groups, for example, between BPD and non‐BPD patients.MethodsWe followed, for 6 months, a cohort of treatment‐seeking, major depressive episode (MDE) patients in psychiatric care (original n = 124), stratified into MDE/MDD, MDE/BD and MDE/BPD subcohorts. We examined risks of suicide‐related outcomes and their risk factors prospectively. We examined the covariation of SI and depression over time with biweekly online modified Patient Health Questionnaire 9 surveys and analysed this relationship through multi‐level modelling.ResultsRisk of SA in BPD (22.2%) was higher than non‐BPD (4.23%) patients. In regression models, BPD severity was correlated with risk of SA and clinically significant SI. During follow‐up, mean depression severity and changes in depression symptoms were associated with SI risk regardless of diagnosis.ConclusionsConcurrent BPD in depression seems predictive for high risk of SA. Severity of BPD features is relevant for assessing risk of SA and SI in MDE. Changes in depressive symptoms indicate concurrent changes in risk of SI. BPD status at intake can index risk for future SA, whereas depressive symptoms appear a useful continuously monitored risk index.