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Article
Publication date: 21 November 2016

Donald C. Force and Jane Zhang

The purpose of this paper is to report the findings of a research project that analyzed records management (RM) and electronic records management (ERM) course syllabi from…

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2858

Abstract

Purpose

The purpose of this paper is to report the findings of a research project that analyzed records management (RM) and electronic records management (ERM) course syllabi from North American archival studies’ programs. By identifying the convergences and divergences of the topics and literature found within the syllabi, the authors sought to understand the relationship between the two courses and gain insight about how these courses continue to serve as an integral component of archival studies education.

Design/methodology/approach

The paper is based on a qualitative analysis of 23 RM and 12 ERM course syllabi from 26 academic institutions from North America. The research examined three different aspects of the syllabi: textbooks, required articles and weekly topics. The syllabi were analyzed as separate data sets (RM syllabi and ERM syllabi), which was followed by a comparative analysis of the two types of syllabi.

Findings

The findings of this study reveal that RM, ERM and (to a lesser extent) DA (digital archives) knowledge as represented in archival education converges in some course contents but diverges in others. Archival educators should pay close attention to overlapping areas so that the courses can better complement each other and advance knowledge representation within archival studies.

Research limitations/implications

This study only considered graduate-level programs in the USA and Canada. The study did not include syllabi or instructional guides from associate-level programs or professional organizations such as the International Certification of Records Managers or Association of Records Managers and Administrators (ARMA) International.

Practical implications

The results of this study lead the authors to present two different approaches for how RM and ERM knowledge may be incorporated into archival curriculum.

Originality/value

This is the first research project to analyze RM and ERM syllabi with regards to the enhancement of records and information management education and archival curriculum development.

Details

Records Management Journal, vol. 26 no. 3
Type: Research Article
ISSN: 0956-5698

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Article
Publication date: 1 June 2003

Jane Zhang

This paper analyses the risks of the elderly and needs for aged care in China as a major social problem faced by the Chinese government in the 21st century, suggests the…

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1137

Abstract

This paper analyses the risks of the elderly and needs for aged care in China as a major social problem faced by the Chinese government in the 21st century, suggests the development of aged care accounting as a tool of providing information for policy‐makers, and outlines a general framework for such a development. The role of accounting in addressing aged care issues is recognised with a view to expanding social and demographic dimensions of accounting. Social and economic developments in China have increased people’s life expectancy which is leading to rapid population ageing. Meanwhile, the economic reform has largely dismantled the infrastructure of the traditional socialist care system. Consequently, there is growing concern about the risk and financing of aged care. The “one couple with one child” policy in China has also brought up the issue whether China will be able to afford the enormous amount of cost that aged care needs in the 21st century. The emergence of accounting for aged care is likely to provide information which can be used to address these demographic issues.

Details

Managerial Finance, vol. 29 no. 5/6
Type: Research Article
ISSN: 0307-4358

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Article
Publication date: 1 November 2006

Simon S. Gao and Jane J. Zhang

To identify the applicability of social auditing as an approach of engaging stakeholders in assessing and reporting on corporate sustainability and its performance.

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12103

Abstract

Purpose

To identify the applicability of social auditing as an approach of engaging stakeholders in assessing and reporting on corporate sustainability and its performance.

Design/methodology/approach

Drawing upon the framework of AA1000 and the social auditing studies, this paper links stakeholder engagement, social auditing and corporate sustainability with a view to applying dialogue‐based social auditing to address corporate sustainability.

Findings

This paper identifies a “match” between corporate sustainability and social auditing, as both aim at improving the social, environmental and economic performance of an organisation, considering the well‐being of a wider range of stakeholders and requiring the engagement of stakeholders in the process. This paper suggests that social auditing through engaging stakeholders via dialogue could be applied to build trusts, identify commitment and promote co‐operation amongst stakeholders and corporations.

Research limitations/implications

This research requires further empirical research into the practicality of social auditing in addressing corporate sustainability and the determination of the limitations of dialogue‐based social auditing.

Practical implications

Social auditing has been identified as a useful mechanism of balancing differing interests among stakeholders and corporations in a democratic business society. The application of social auditing in developing and achieving corporate sustainability has apparently practical implications.

Originality/value

This paper examines the applicability of dialogue‐based social auditing in helping business to move towards sustainability. Social auditing as a process of assessing and reporting on corporate social and environmental performance through engaging stakeholders via dialogue could be applied to build trusts, identify commitment and promote cooperation amongst stakeholders and corporations.

Details

Business Process Management Journal, vol. 12 no. 6
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 7 April 2015

Xiao Zhang and Jane Yan Jiang

The purpose of this study is to examine knowledge-sharing phenomena from the perspective of recipients’ characteristics. Specifically, this study examines the influence of…

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6779

Abstract

Purpose

The purpose of this study is to examine knowledge-sharing phenomena from the perspective of recipients’ characteristics. Specifically, this study examines the influence of knowledge recipients’ competence, learning attitude and personal relationship with knowledge sharer on knowledge sharers’ willingness to share.

Design/methodology/approach

The authors conducted two studies, a scenario experimental study and a field survey study to test their hypotheses about the effects of recipients’ characteristics on knowledge sharers’ willingness to share.

Findings

The results revealed that recipients’ characteristics play different roles in different situations (responsive and proactive knowledge sharing) in triggering the knowledge sharers’ motivation to share. In responsive knowledge sharing, a recipient’s learning attitude and personal relationship with the knowledge sharer affected the sharer’s willingness to share. In proactive knowledge sharing, a recipient’s professional ability and personal relationship with the sharer significantly affected the sharer’s willingness to share.

Research limitations/implications

The scenario experiment may suffer from the problem of social desirability and the external validity; this study only focuses on the simple main effect of knowledge recipients’ characteristics.

Practical implications

First, managers should encourage employees to seek information and knowledge from other colleagues, and organizations could provide support for their interaction. Second, managers need to consider the composition of team members. Third, team managers may encourage each member to develop their own special skill or knowledge. Fourth, managers could make some efforts to develop a climate of trust among employees.

Social implications

Some organization can also use practice like recognition of internal copyright or patent to protect employees’ new ideas or knowledge.

Originality/value

First, this study clarifies the relationship between knowledge sharing and other working behaviors. Second, this study contributes to the understanding of how episodic factors affect working behaviors, which has been given little attention in previous research.

Details

Journal of Knowledge Management, vol. 19 no. 2
Type: Research Article
ISSN: 1367-3270

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Article
Publication date: 16 March 2015

Jane Zhang

The aim of this paper is to construct a systematic way of thinking about correspondence as a documentary form and discuss the role its persistent representation features…

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1904

Abstract

Purpose

The aim of this paper is to construct a systematic way of thinking about correspondence as a documentary form and discuss the role its persistent representation features play in management, preservation and access of email correspondence.

Design/methodology/approach

Using the method of diplomatic analysis as a guiding theory, the paper conducts a historical review of correspondence recordkeeping and email systems in the American context, analyzes the evolution of its persistent representation features and discusses the implications on current email management and archival practices.

Findings

Correspondence as a document form and its persistent representation features have played an important role in traditional correspondence recordkeeping and electronic mail management. The design of systems to manage, preserve and access email records should reflect the characteristics and functionality of email records, capable of retaining email correspondence as a documentary form supported by its persistent representation features.

Research limitations/implications

The research in this paper mostly covers secondary sources with a regional focus. The analysis covers important historical developments in correspondence and email recordkeeping and archival practices. The study uses examples of email archives available online, and further research can be developed when more email archival collections are processed and constructed.

Originality/value

A systematic analysis of persistent representation of traditional correspondence and electronic mail provides a useful perspective to reflect on the characteristics of correspondence as a document form and offers some food for thought for records management and archival professionals and assists them in developing systems to better manage, preserve and provide access to email correspondence.

Details

Records Management Journal, vol. 25 no. 1
Type: Research Article
ISSN: 0956-5698

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Article
Publication date: 13 April 2015

Alenka Šauperl

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144

Abstract

Details

Library Review, vol. 64 no. 3
Type: Research Article
ISSN: 0024-2535

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Article
Publication date: 17 October 2018

Yucheng Zhang, Long Zhang, Xin Zhang, Miles M. Yang, Shanshan Zhang, Shyh-Jane Li and Yu-Ying Huang

Drawing on social identification theory, this research aims to explore an important mechanism – patients’ perceived empathy from a hospital, which is defined as caring…

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1000

Abstract

Purpose

Drawing on social identification theory, this research aims to explore an important mechanism – patients’ perceived empathy from a hospital, which is defined as caring, individualized attention provided by the hospital – that explains how service quality influences patients’ loyalty to the hospital.

Design/methodology/approach

This study adopts a structural equation modelling framework to estimate the mediation relationship between service quality and patient loyalty using two studies based on hospital employees and patients.

Findings

In Study 1, hospital staff survey data showed that service quality enhanced patients’ perceived empathy from the hospital. In Study 2, the authors confirmed and extended the findings of Study 1 by using patient survey data that suggested that patients’ empathy mediated the relationship between service quality and patients’ loyalty to the hospital.

Originality/value

The results of the two studies suggested that service quality increased patients’ empathy, which in turn improved patients’ loyalty to a hospital. The results extend the customer loyalty literature by exploring the critical antecedents and mechanisms of customer loyalty in the healthcare context. The studies interpret healthcare phenomena from the service aspect of fulfilling patients’ unique needs and providing a good hospital service experience. Moreover, the authors offer an insightful approach to explaining the service quality–patient loyalty linkage in the healthcare industry. Important theoretical and managerial contributions and suggestions for future research are discussed.

Details

Journal of Business & Industrial Marketing, vol. 33 no. 8
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 11 March 2014

Ruchi Garg, Zillur Rahman and M.N. Qureshi

– The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction.

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5220

Abstract

Purpose

The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction.

Design/methodology/approach

In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents.

Findings

The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors.

Research limitations/implications

This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks.

Practical implications

By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers.

Originality/value

To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.

Details

Journal of Modelling in Management, vol. 9 no. 1
Type: Research Article
ISSN: 1746-5664

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Article
Publication date: 20 April 2018

Dipika Agrahar-Murugkar, Aiman Zaidi and Shraddha Dwivedi

The purpose of the study was to discover whether incorporating flours with high nutritive value along with pre-treatment of cereals with nixtamalization and sprouting of…

Abstract

Purpose

The purpose of the study was to discover whether incorporating flours with high nutritive value along with pre-treatment of cereals with nixtamalization and sprouting of legumes would result in a high-quality healthy alternative for corn-based snacks.

Design/methodology/approach

Flours of nixtamalized cereals-corn, wheat, rice and sorghum and sprouted legumes-soybean and green gram are made into dough and baked instead of fried to form multi-grain chips. The particle size and physical properties of flour and nutritional, functional and textural properties of dough and chips are tested to study the effect of combination of nixtamalization of cereals and sprouting of legumes in the development of chips.

Findings

Baked multi-grain chips made of nixtamalized cereals and sprouted legumes had a significantly (p < 0.05) smaller particle size of 24.6 µm compared to T1 24.8 µm, C1 29.3 µm and C2 31.7 µm. T2 and C2 had significantly (p = 0.05) lower OAC value than C1 and T1 due to nixtamalization as nixtamalized flour needed half the amount of oil during dough formation. T1 showed highest calcium (mg/100 g) of 466 which was significantly (p < 0.05) higher than all other groups. The overall acceptability of T2 (8.6) was significantly (p < 0.05) higher than T1 (7.8), C2 (7.4) and C1 (6.8) on the nine-point Hedonic scale.

Originality/value

The developed chips are superior in terms of higher protein and minerals with better organoleptic acceptability and lower fat content in comparison to both corn chips and nixtamalized corn chips. The multi-grain chip therefore offers a new option for the consumer in high-quality healthy alternative to corn-based fried snacks.

Details

Nutrition & Food Science, vol. 48 no. 3
Type: Research Article
ISSN: 0034-6659

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Article
Publication date: 27 May 2021

Birgit Schenk, Mateusz Dolata, Christiane Schwabe and Gerhard Schwabe

By increasing the digitalization of commercial services citizens' expect more from public services. First of all, this study will strive to identify which problems…

Abstract

Purpose

By increasing the digitalization of commercial services citizens' expect more from public services. First of all, this study will strive to identify which problems citizens encounter when they use a complex public service: preparation of an application for a building permit. In the light of the popularity of omnichannel approaches, the study then explores how omni-channel could help to address the problems which have been identified.

Design/methodology/approach

We implement the first phases of an action design science research project. We collect data both from citizens and public agencies and frame them as transparency problems. These abstract problems are then addressed by an omnichannel service provision as an abstract solution. The abstract solution is then instantiated in a design in the form of a user scenario developed in collaboration with current and future public officials.

Findings

The analysis uncovers multiple transparency issues: it distinguishes between process, case, language, cross-channel and cost transparency. One root cause of the transparency issues observed is the lack of service transparency which defines the purpose and scope of a ser-vice. We therefore recommend defining a service-strategy before informational and technical aspects of an omnichannel approach can be implemented. Following this strategy, omnichannel offers public administrations unique opportunities to excel in citizens' service provision.

Originality/value

The study provides insights into how citizens view complex public services. For researchers, this study offers the conceptualization as transparency issues. Practitioners from the public administrations can also benefit from the concept and vision of omnichannel public services.

Details

Information Technology & People, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-3845

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