Measuring Citizen Satisfaction with Aspects of Public Services from a Local Authority and Determining Their Importance: A Case Study

The measurement of service quality is a theme of great importance to service providers, particularly public agencies. Over the years their role has been changing by providing more and more high quality services, away from basic ones. In this paper the service quality of a local government is analyzed through the measurement of customer satisfaction. The analysis, based on a questionnaire survey, identified and classified the most essential factors that make up the customer satisfaction with the services provided by the Demographic Department of Gioia del Colle, a town in southern Italy.

全面质量管理的业绩效应:一项结构方程模型研究

本文基于一项问卷调查,采用结构方程模型的方法,通过将管理控制系统划分为“控制”功能和“探索”功能来考察全面质量管理、管理控制系统与企业业绩三者之间的关系.研究结果显示,全面质量管理的执行水平能够显著提升企业业绩,而且企业在运用管理控制系统作为支撑系统配合全面质量管理运行时,应充分考虑两大基本职能——“控制”和“探索”——的协同效应.这两大基本职能与全面质量管理运用水平的恰当匹配能够为企业带来更大的绩效.     

The Effectiveness of Management‐By‐Walking‐Around: A Randomized Field Study

Management‐by‐walking‐around (MBWA) is a widely adopted technique in hospitals that involves senior managers directly observing frontline work. However, few studies have rigorously examined its impact on organizational outcomes. This study examines an improvement program based on MBWA in which senior managers observe frontline employees, solicit ideas about improvement opportunities, and work with staff to resolve the issues. We randomly selected hospitals to implement the 18‐month‐long, MBWA‐based improvement program; 56 work areas participated. We find that the program, on average, had a negative impact on performance. To explain this surprising finding, we use mixed methods to examine the impact of the work area's problem‐solving approach. Results suggest that prioritizing easy‐to‐solve problems was associated with improved performance. We believe this was because it resulted in greater action‐taking. A different approach was characterized by prioritizing high‐value problems, which was not successful in our study. We also find that assigning to senior managers responsibility for ensuring that identified problems get resolved resulted in better performance. Overall, our study suggests that senior managers' physical presence in their organizations' front lines was not helpful unless it enabled active problem solving.     

A Definition and Categorization System for Advanced Materials: The Foundation for Risk‐Informed Environmental Health and Safety Testing

Novel materials with unique or enhanced properties relative to conventional materials are being developed at an increasing rate. These materials are often referred to as advanced materials (AdMs) and they enable technological innovations that can benefit society. Despite their benefits, however, the unique characteristics of many AdMs, including many nanomaterials, are poorly understood and may pose environmental safety and occupational health (ESOH) risks that are not readily determined by traditional risk assessment methods. To assess these risks while keeping up with the pace of development, technology developers and risk assessors frequently employ risk‐screening methods that depend on a clear definition for the materials that are to be assessed (e.g., engineered nanomaterial) as well as a method for binning materials into categories for ESOH risk prioritization. The term advanced material lacks a consensus definition and associated categorization or grouping system for risk screening. In this study, we aim to establish a practitioner‐driven definition for AdMs and a practitioner‐validated framework for categorizing AdMs into conceptual groupings based on material characteristics. Results from multiple workshops and interviews with practitioners provide consistent differentiation between AdMs and conventional materials, offer functional nomenclature for application science, and provide utility for future ESOH risk assessment prioritization. The definition and categorization framework established here serve as a first step in determining if and when there is a need for specific ESOH and regulatory screening for an AdM as well as the type and extent of risk‐related information that should be collected or generated for AdMs and AdM‐enabled technologies.     

The role of Lean at the interface with between operations management and applied services within a large aerospace organisation: a boundary spanning perspective

Increased complexity in large design and manufacturing organisations requires improvements at the operations management (OM)–applied service (AS) interface areas to improve project effectiveness. The aim of this paper is explore the role of Lean in improving the longitudinal efficiency of the OM–AS interface within a large aerospace organisation using Lean principles and boundary spanning theory. The methodology was an exploratory longitudinal case approach including exploratory interviews (n = 21), focus groups (n = 2), facilitated action-research workshops (n = 2) and two trials or experiments using longitudinal data involving both OM and AS personnel working at the interface. The findings draw upon Lean principles and boundary spanning theory to guide and interpret the findings. It was found that misinterpretation, and forced implementation, of OM-based Lean terminology and practice in the OM–AS interface space led to delays and misplaced resources. Rather both OM and AS staff were challenged to develop a cross boundary understanding of Lean-based boundary (knowledge) objects in interpreting OM requests. The longitudinal findings from the experiments showed that the development of Lean Performance measurements and lean Value Stream constructs was more successful when these Lean constructs were treated as boundary (knowledge) objects requiring transformation over time to orchestrate improved effectiveness and in leading to consistent terminology and understanding between the OM–AS boundary spanning team.     

The Dynamics of Pre‐ and Post‐purchase Service and Consumer Evaluation of Online Retailers: A Comparative Analysis of Dissonance and Disconfirmation Models*

This article explores the theoretical underpinnings of the dissonance framework in online consumer satisfaction formation process. Specifically, we suggest that any discrepancy between pre‐ and post‐purchase service performance would help determine consumers’ evaluations of online vendors. Drawing upon cognitive dissonance theory, a conceptual model is developed and tested in two different studies (preliminary and main studies). Using data from 191 college students collected longitudinally, the preliminary study demonstrates the validity and reliability of the measurements. Using a comparative analysis, the main study then tests our conceptual model as well as various competing models, including the expectation–confirmation model, with a sample of 292 online consumers. The results in both studies support our main prediction that the service encountered in different stages establishes dissonance. Specifically, we find that dissonance explains online consumers’ satisfaction process to a substantial extent, as compared with disconfirmation under the same conditions in online retailers. This study contributes to providing an alternative yet substantial approach for expectation–confirmation theory, reflecting the overarching nature of online shopping.     

The Future of HRD Research: A SWOT analysis by five leading scholars in the field

This article presents a review of the 11th International Conference on Human Resource Development Research and Practice across Europe through the lens of global mobility. The conference was held in Pécs, Hungary in June, 2010 and the four authors who participated in the conference present their own narratives as agents of global mobility, examine the theme of global mobility in the various aspects of the conference, and conclude with reflections on the factors that supported the learning environment at the conference.     

The use of qualitative case studies in top business and management journals: A quantitative analysis of recent patterns

The use of case studies as qualitative research strategy in social sciences seems to have increased recently, but there are no studies that empirically verify such claim. By explicitly focusing on the field of business and management studies, we aim to investigate the extent of publication and the main features of qualitative case studies published in the 20 highest impact factor business and management journals. The paper discusses the correlation between a journal's ranking and the extent of case studies it published, and between selected features of case studies (e.g. research purpose, design and data sources). Moreover, we shed light on how the identified features of a case study impact its probability of being published.Methodologically, we analyse by means of correlation and regression statistics, as well as clustering techniques a total of 19 features in the 352 qualitative case studies published between 2002 and 2011 in our sample of top business and management journals.     

The Impact of Poor Performance on Risk-Taking Attitudes: A Longitudinal Study with a PLS Causal Modeling Approach

This article addresses some important issues in risk-return, or mean-variance, research. Much of the research in this tradition has used Kahneman and Tversky's prospect theory to explain Bowman's proposition that “troubled firms” prefer and seek risk. Unfortunately, two key constructs in prospect theory, reference point and risk attitude, have not been applied in risk-return research in ways consistent with prospect theory. The author examines a series of inconsistencies in the use of prospect theory in risk-return research to date and suggests remedies. A proposed approach using a longitudinal research design at the individual-firm level is applied in an empirical test of the Bowman hypothesis with data from brewing firms in the United States. The findings strongly support the Bowman hypothesis.