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Article
Publication date: 1 August 1999

Mark Lemke and Kakoli Bandyopadhyay

The Year 2000 (Y2K) problem threatens the effective functioning of all Information Technology‐enabled organizations. This paper illustrates the Y2K preparedness at…

Abstract

The Year 2000 (Y2K) problem threatens the effective functioning of all Information Technology‐enabled organizations. This paper illustrates the Y2K preparedness at Firstlogic, a software company in Wisconsin, USA. At Firstlogic, products have been tested for Y2K compliance, solutions have been suggested for non‐compliant systems, resources have been allocated to modify or replace affected systems, and relevant legal issues have been addressed to protect the company from Y2K‐related lawsuits.

Details

Disaster Prevention and Management: An International Journal, vol. 8 no. 3
Type: Research Article
ISSN: 0965-3562

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Article
Publication date: 13 March 2017

Marcelo El Khouri Buzato

This paper aims to propose a theoretical arrangement for the study of applied computer and information ethics carried out in an interdisciplinary and a democratic manner…

Abstract

Purpose

This paper aims to propose a theoretical arrangement for the study of applied computer and information ethics carried out in an interdisciplinary and a democratic manner by which the information and communications technologies are seen as an ethical environment, and human-computer couplings are seen as hybrid moral agents.

Design/methodology/approach

New ethical issues emerge dynamically in such environment which must be interpreted according to human sentience and computer ontology. To attribute moral meaning to acts perpetrated by human-computer hybrids, a hybrid of two semiotics must be likely used that bridge the gap between signs and things from opposite directions.

Findings

The author argues that ecosocial dynamics and material semiotics can be harnessed together as in a theoretical mashup for that purpose, and that such harnessing will allow us to engage with a posthumanist/post-social ethics here and now.

Originality/value

The originality of the proposal resides in bringing hybridity to the center of the picture, forcing interdisciplinary teams to engage with one unified, even if hybrid, agency regardless of conflicting ontologies and epistemologies.

Details

Journal of Information, Communication and Ethics in Society, vol. 15 no. 01
Type: Research Article
ISSN: 1477-996X

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Book part
Publication date: 17 October 2017

Abstract

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The Austrian and Bloomington Schools of Political Economy
Type: Book
ISBN: 978-1-78714-843-7

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Abstract

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The Rise of Hungarian Populism: State Autocracy and the Orbán Regime
Type: Book
ISBN: 978-1-83867-751-0

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Article
Publication date: 15 June 2015

Frederic Ponsignon, Andi Smart, Mike Williams and Juliet Hall

The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a…

Abstract

Purpose

The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a classification framework for experience quality in healthcare.

Design/methodology/approach

The empirical work is centred on the systematic analysis of 200 cancer patient stories published on an independent healthcare feedback web site. Using the critical incident method, the authors captured 1,351 experience quality data items. Three judges independently sorted and classified these data items.

Findings

The authors identify and describe 22 main categories and 51 sub-categories that underlie the experience quality concept in healthcare and present them in a classification framework. The framework is informed through the categorisation of direct, indirect, and independent interactions. It also suggests a relationship between experience quality and satisfaction and loyalty behaviours.

Research limitations/implications

This study provides researchers with a foundation for the further development and validation of a measurement scale for experience quality in healthcare.

Practical implications

The framework assists managers and healthcare professionals with the definition, evaluation, and improvement of the quality of the experience of patients and their carers.

Originality/value

The main contributions of this study lie in: first, a comprehensive classification framework for experience quality in healthcare; second, dimensions that extend existing health service quality models; third, dimensions that contextualise the generic concept of customer experience quality to healthcare.

Details

Journal of Service Management, vol. 26 no. 3
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 4 May 2010

Dong‐Young Kim, Vinod Kumar and Uma Kumar

The purpose of this paper is to develop a framework for assessing the comprehensive performance of supply chain partnership (SCP).

Abstract

Purpose

The purpose of this paper is to develop a framework for assessing the comprehensive performance of supply chain partnership (SCP).

Design/methodology/approach

Using the literature review approach, the paper proposes a framework to assess the performance of SCP. The framework is based on the self‐assessment dimensions and approaches of the business excellence model developed by the European Foundation for Quality Management (EFQM). The proposed framework could be implemented not only in entire supply chains, but also in a dyadic relationship.

Findings

Identifying strengths and opportunities for improvement begins with assessing the level of SCP. The proposed framework focuses on assessing two dimensions of SCP – efforts and results – that will offer practitioners both balanced insights and valuable information. This framework also highlights assessment dimensions that could help qualified assessors to produce consistent judgments and evaluate multiple aspects of SCP. The framework includes practical indicators to help measure outcomes, such as cost efficiency and flexibility.

Originality/value

This paper sheds light on the assessment dimensions based on the EFQM model. Assessors can conduct an objective and standardized assessment using these multiple dimensions. This paper expands the traditional concept of SCP performance into both tangible and intangible performance by emphasizing output and outcome.

Details

Supply Chain Management: An International Journal, vol. 15 no. 3
Type: Research Article
ISSN: 1359-8546

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Article
Publication date: 17 September 2018

Anna Horton and Simon Horton

The purpose of this paper is to explore how discourse theories can contribute to the concept of identity formation within a patient- or person-centered care (PCC…

Abstract

Purpose

The purpose of this paper is to explore how discourse theories can contribute to the concept of identity formation within a patient- or person-centered care (PCC) orientation, to enable more critical engagement with PCC in older people.

Design/methodology/approach

This is a conceptual paper.

Findings

This paper concludes that the discourse literature has important insights for understanding identity formation in older people as operationalized in the context of PCC in three particular ways: accounting for multiplicity in patients’ identity; exploring “the devolution of responsibility” to address shifts in performing identities in clinical encounters; and attending to a “crisis of positioning” to engage empowerment discourse within a PCC philosophy.

Originality/value

Whilst a notion of patient identity is at the heart of PCC, the concept remains inconsistent and underdeveloped. This is particularly problematic for the quality of care in older adults, as PCC has become increasingly synonymous with care of older people. Discourse theories of identity formation can be used to critically engage with identity within the context of PCC, so as to develop more nuanced understandings of “the person” or “the patient,” with the potential to improve research into care for aging and older adults.

Details

Quality in Ageing and Older Adults, vol. 19 no. 3
Type: Research Article
ISSN: 1471-7794

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Article
Publication date: 1 February 2000

Yaw A. Debrah and Ian G. Smith

Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of…

Abstract

Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on work and employment in contemporary organizations. Covers the human resource management implications of organizational responses to globalization. Examines the theoretical, methodological, empirical and comparative issues pertaining to competitiveness and the management of human resources, the impact of organisational strategies and international production on the workplace, the organization of labour markets, human resource development, cultural change in organisations, trade union responses, and trans‐national corporations. Cites many case studies showing how globalization has brought a lot of opportunities together with much change both to the employee and the employer. Considers the threats to existing cultures, structures and systems.

Details

Management Research News, vol. 23 no. 2/3/4
Type: Research Article
ISSN: 0140-9174

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Article
Publication date: 24 May 2013

Uta Jüttner, Dorothea Schaffner, Katharina Windler and Stan Maklan

The purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed…

Abstract

Purpose

The purpose of this paper is to develop and apply the sequential incident laddering technique as a novel approach for measuring customer service experiences. The proposed approach aims to correspond with the concept's theoretical foundation in the extant literature.

Design/methodology/approach

The paper applies the sequential incident laddering technique to measure customer service experiences. The technique integrates two well‐established methods in service marketing: sequential incident and laddering techniques. The data collected from 41 customers in a hotel and restaurant experience context illustrate that the method corresponds with the key themes of the proposed experience concept and experience formation process.

Findings

Applying the proposed technique reveals first, the customer's cognitive and emotional responses to company stimuli. Second, the salient customer cognitions and emotions across several episodes of the service interaction process are identified. Third, the personal values which drive the customer's service experience are disclosed.

Research limitations/implications

The empirical study is a first illustration of the proposed measurement approach in only one company based on a limited sample size. The methodological contributions and development opportunities for further applications are set out for different contexts and in combination with other methods.

Practical implications

The proposed method integrates customer and company‐related constructs. Therefore, the data collected can provide managers with guidelines for customer service experience design based on detailed customer feedback.

Originality/value

The paper proposes an innovative measurement approach to customer service experiences which can support knowledge development in an important marketing area.

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Article
Publication date: 15 November 2013

Gilles Brougère

This paper was presented at the CTC conference of Milan 2012. It aims to analyse how licensing is used in the different ways of addressing items to children. This way of…

Abstract

Purpose

This paper was presented at the CTC conference of Milan 2012. It aims to analyse how licensing is used in the different ways of addressing items to children. This way of addressing the child can be called rhetoric in that it is a way of persuading, seducing, capturing children with the product itself. For this, the object has to be fun, and using mass-culture and licensing is an easy means to develop this address. There are different kinds of rhetoric of fun. Using the analysis of Cross, this paper seeks to discriminate between the rhetoric of cute (using the example of Hello Kitty) and the rhetoric of cool (using the French-Swiss comic character Titeuf).

Design/methodology/approach

The paper analyses the meanings of objects offered to children. The author uses a socio-anthropological approach first developed for the toy (Brougère) that consists of analysing the meanings of an object while taking into account the different dimensions that link it to network design, manufacturing, distribution and use. The paper highlights one of these dimensions, that of addressing the child, how the object integrates the fact that it is intended for, made for the child. This address can be called rhetoric in that it is a way of persuading, seducing, capturing children with the product itself.

Findings

Through the distinction between cute and cool, the intention is to contribute to the analysis of the contemporary deployment of an entertainment culture which is incorporated into childhood objects, while being a way to capture the interest of children themselves.

Research limitations/implications

The research is limited to the analysis of the object before it is used by the child. The author is conducting other research to analyse the other aspects. What is of interest here is the construction of this address, the dynamic of the rhetoric; in fact what the child does with it needs another study, one that is being conducted separately. The paper does not present the point of view of the child, which is not a way to reject it, but rather to state that it is a subject in itself. Before grasping the interpretations produced by children one must understand the dynamic of address that is proposed by the objects themselves in the anthropological perspective that has been taken on, namely the highlighting of cultural meanings.

Practical implications

There are no direct practical implications, because it is a research paper.

Originality/value

There is this kind of question (how one is to address the objects to children) and this kind of analysis (the rhetoric of fun) in the literature. This is an original analysis, using some important results from Cook and Cross.

Details

Young Consumers, vol. 14 no. 4
Type: Research Article
ISSN: 1747-3616

Keywords

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