Trade-offs in customer–employee focus:implications on boundary-spanning capabilities

In pursuing their particular strategic goals, organisations place differential emphasis in their activities on employees and customers. Those who focus predominantly on employees see them as key resources contributing to successful achievement of goals, while those who focus on customers believe that customer commitment is the prime source of financial prosperity and competitive advantage. In all firms, there is potential for conflict and subsequent trade-offs in the emphasis placed on employee resources and customers. This paper investigates the implications of these potential trade-offs on firms’ boundary-spanning capabilities (those capabilities that enable firms to interact effectively with their customers, their suppliers, their strategic allies and others in their business networks) in European and Australasian markets. The results suggest that those companies which achieve a strong but balanced focus on both employees and customers have heightened boundary-spanning capabilities. The comparison between UK and Australian businesses indicates that the balance is more highly developed in Australasian than European (UK) markets.

Trade-offs in customer-employee focus:Implications on boundary-spanning capabilities

In pursuing their particular strategic goals, organisations place differential emphasis in their activities on employees and customers. Those who focus predominantly on employees see them as key resources contributing to successful achievement of goals, while those who focus on customers believe that customer commitment is the prime source of financial prosperity and competitive advantage. In all firms, there is potential for conflict and subsequent trade-offs in the emphasis placed on employee resources and customers. This paper investigates the implications of these potential trade-offs on firms' boundary-spanning capabilities (those capabilities that enable firms to interact effectively with their customers, their suppliers, their strategic allies and others in their business networks) in European and Australasian markets. The results suggest that those companies which achieve a strong but balanced focus on both employees and customers have heightened boundary-spanning capabilities. The comparison between UK and Australian businesses indicates that the balance is more highly developed in Australasian than European (UK) markets. © 2004 by The Haworth Press, Inc. All rights reserved.

How screening criteria change during brand development

Purpose - Despite the increasing sophistication of new product development (NPD) research, the reliance on traditional approaches to studying NPD has left several areas in need of further research. The authors propose addressing some of these gaps, especially the limited focus on consumer brands, evaluation criteria used across different project-review points in the NPD process, and the distinction between "kills", "successes", and "failures". Moreover, they propose investigating how screening criteria change across project-review points, using real-time NPD projects. Design/methodology/approach - A postal survey generated 172 usable questionnaires from a sample of European, North American, Far Eastern and Australian consumer packaged-goods firms, providing data on 314 new product projects covering different development and post-commercialization review points. Findings - The results confirm that acceptance-rejection criteria vary through the NPD process. However, financial criteria dominate across all the project-review points. Initial screening is coarse, focusing predominantly on financial criteria. Fit with organizational, product, brand, promotional, and market requirements dominate in the detailed screen and pre-development evaluation points. At pre-launch, decision-makers focus on product, brand, and promotional criteria. Commercial fit, production synergies, and reliability of the firm's market intelligence are significant discriminators in the post-launch review. Moreover, the importance of marketing and channel issues makes the criteria for screening brands different from those of industrial markets. Originality/value - The study, although largely descriptive and involves a relatively small sample of consumer goods firms, offers new insights into NPD project evaluation behavior. Future, larger-scale investigations covering a broader spectrum of consumer product sectors are needed to validate our results and to explain the reasons behind managers' decisions. © Emerald Group Publishing Limited.

Mecánicas emocionales y proyectivas en las estrategias de activación patrimonial y museística

Las mecánicas patrimoniales se han basado tradicionalmente en factores racionales, marginando aquellos de carácter más emotivo o relacional. Además, en los últimos tiempos el sesgo economicista las ha obligado a buscar la rentabilidad y participar en el juego de la oferta y la demanda, con unos resultados muy poco esperanzadores. Cambiar ese estado de cosas pasa por cambiar radicalmente las estrategias puestas en marcha, basarse en la interlocución, conocer las relaciones entre el patrimonio y los colectivos sociales y, sobre todo, cambiar nuestra manera de pensar en el patrimonio.

The economic impact of sports mega-events : The case study of the FIS Nordic World Ski Championship Falun 2015

Since the second half of 1990s, the economic impact of sports mega-events concerned the researchers, the public and the professionals. The investment of public funds and the effects on several sectors of the economy motivate the economic impact studies. The economic impact of the FIS Nordic World Ski Championship Falun 2015 to the region of Dalarna is the topic of this thesis. This requires the calculation of direct, indirect and induced economic impact. Within the analysis, data from a questionnaire survey conducted on seven different days during the event are used. The final sample of the analysis contains 893 observations. The segmentation approach was applied for the calculations and the visitors were classified regarding their choice of accommodation. The regional economic impact is calculated at 321 M SEK and the employment effect on the tourism sector is estimated. However, the lack of information limits the study. The analysis could be extended with an accurate investigation of certain issues. Further, the impact of the event should be estimated from all the perspectives. The organization of sports mega-events creates tangible and intangible effects to the host-city. The thesis reviews literature on the economic impact studies of sports mega-events. The results of the study can be used for a comprehensive analysis of the case study. Further, the professionals of the tourism and the event could be benefited.

A series of performances in 'Translating Reviews from 1990: Art Forum'

Participation in group exhibition themed around the 25th anniversary of the Elba Benitez Gallery in Madrid. My work comprised a series of performances in which I translated reviews from the magazine Art Forum from 1990. The performances took place in various locations in London, throughout the run of the exhibition, and were streamed live to an iPad in the gallery in Madrid. I made audio visual recordings of the performances via the streaming media, which located me as the performer alongside the viewers in a single split image. These recordings were then archived in a shared folder held between the gallery and me, and which visitors to the exhibition could access when a performance was not taking place. The work extends my concerns with translation and performance, and with a consideration of how the mechanism of the gallery and the exhibition might be used to generate innovative viewing engagements facilitated by technology. The work also attempts to develop thinking and practice around the relationship between art works and their documentation - in this case the documentation and even its potential for distribution is generated as the work comes into being. The exhibition included works by Ignasi Aballí, Armando Andrade Tudela,Lothar Baumgarten, Carlos Bunga, Cabello/Carceller, Juan Cruz, Gintaras Didžiapetris, Fernanda Fragateiro, Hreinn Fridfinnsson, Carlos Garaicoa,Mario García Torres, David Goldblatt, Cristina Iglesias,Ana Mendieta, Vik Muniz, Ernesto Neto, Francisco Ruiz de Infante,Alexander Sokurov, Francesc Torres and Valentín Vallhonrat.

Muscle Dysmorphia: Current Insights

Since 1997, there has been increasing research focused on Muscle Dysmorphia, a condition underpinned by people’s beliefs they have insufficient muscularity, in both the Western and non-western medical and scientific communities. Much of this empirical interest has surveyed nonclinical samples, and there is limited understanding of people with the condition beyond knowledge about their characteristics. Much existing knowledge about people with the condition is unsurprising and inherent in the definition of the disorder, such as dissatisfaction with muscularity and adherence to muscle-building activities. Only recently have investigators started to explore questions beyond these limited tautological findings that may give rise to substantial knowledge advances, such as the examination of masculine and feminine norms. There is limited understanding of additional topics such as etiology, prevalence, nosology, prognosis, and treatment. Further, the evidence is largely based on a small number of unstandardized case reports and descriptive studies (involving small samples), largely confined to Western (North American, British, and Australian) males. Although much research has been undertaken since the term Muscle Dysmorphia entered the psychiatric lexicon in 1997, there remains tremendous scope for knowledge advancement. A primary task in the short term is for investigators to examine the extent that the condition exists among well-defined populations to help determine the justification for research funding relative to other public health issues. A greater variety of research questions and designs may contribute to a broader and more robust knowledge base than currently exists. Future work will help clinicians assist a group of people whose quality of life and health is placed at risk by their muscular preoccupation.

Tourceira : design de um sistema produto-serviço de turismo acessível para a Ilha Terceira

Esta dissertação consiste no desenho de um sistema produto/serviço colaborativo – criado para a Ilha Terceira –, e dos elementos gráficos necessários, na área do turismo acessível. O “Tourceira” destina-se a todos os turistas, com ou sem limitações, que visitam a ilha, e que pretendem realizar actividades turísticas durante a sua estadia. Este serviço destina-se também a todos os habitantes que pretendem fazer parte do projecto, e ser um anfitrião acolhendo os visitantes. Vem combater a escassa oferta de actividades acessíveis e o distanciamento entre o turista, que viaja em excursões, e o residente. Este serviço ambiciona proporcionar novas experiências aos turistas, explorando a Ilha e os cinco sentidos do visitante, e estabelecer relações de maior proximidade entre o turista, a comunidade e a ilha.

Care planning for aggression management in a specialist secure mental health service: user involvement

This paper describes an audit of prevention and management of violence and aggression care plans and incident reporting forms which aimed to: (i) report the compliance rate of completion of care plans; (ii) identify the extent to which patients contribute to and agree with their care plan; (iii) describe de-escalation methods documented in care plans; and (iv) ascertain the extent to which the de-escalation methods described in the care plan are recorded as having been attempted in the event of an incident. Care plans and incident report forms were examined for all patients in men's and women's mental health care pathways who were involved in aggressive incidents between May and October 2012. In total, 539 incidents were examined, involving 147 patients and 121 care plans. There was no care plan in place at the time of 151 incidents giving a compliance rate of 72%. It was documented that 40% of patients had contributed to their care plans. Thematic analysis of de-escalation methods documented in the care plans revealed five de-escalation themes: staff interventions, interactions, space/quiet, activities and patient strategies/skills. A sixth category, coercive strategies, was also documented. Evidence of adherence to de-escalation elements of the care plan was documented in 58% of incidents. The reasons for the low compliance rate and very low documentation of patient involvement need further investigation. The inclusion of coercive strategies within de-escalation documentation suggests that some staff fundamentally misunderstand de-escalation.

Characterization of rice starch- ι-carrageenan biodegradable edible film. Effect of stearic acid on the film properties

The main aim of this study was to develop rice starch (RS), ι-carrageenan (ι-car) based film. Different formulations of RS (1-4%, w/w), ι-car (0.5-2%, w/w) was blended with stearic acid (SA; 0.3-0.9%, w/w) and glycerol (1%, w/w) as a plasticizer. The effect of film ingredients on the thickness, water vapour permeability (WVP), film solubility (FS), moisture content (MC), colour, film opacity (FO), tensile strength (TS), elongation-at-break (EAB) of film was examined. Interactions and miscibility of partaking components was studied by using Fourier transform infrared spectroscopy (FT-IR) and X-ray diffraction (XRD). Hydrocolloid suspension solution of mix polysaccharides imparted a significant impact (p<0.05) on the important attributes of resulting edible film. TS and EAB of film were improved significantly (p<0.05) when ι-car was increased in the film matrix. Formulation F1 comprising 2% ι-car, 2% 33 RS, 0.3% SA, Gly 30% w/w and 0.2% surfactant (tween®20) provided film with good 34 physical, mechanical and barrier properties. FT-IR and XRD results reveal that molecular interactions between RS-ι-car have a great impact on the film properties confining the compatibility and miscibility of mixed polysaccharide. Results of the study offers new biodegradable formulation for application on fruit and vegetables.

A experiência turística nos destinos de montanha: os cinco sentidos

O objetivo da presente dissertação é analisar a experiência turística vivida nos destinos de montanha, nomeadamente no Parque Natural da Serra da Estrela, com especial incidência sobre o papel que a dimensão sensorial possui nas restantes dimensões da experiência. A concretização deste objetivo obrigou a uma reflexão teórica acerca do marketing sensorial, da experiência turística multissensorial e do turismo praticado nos destinos de montanha. Com base nessas reflexões, apoiadas por uma extensa revisão da literatura, constatou-se que os destinos de montanha são propícios ao desenvolvimento de experiências multissensoriais, que permitem satisfazer as necessidades do novo tipo de turista – este é mais sensível a experiências emocionais e sensoriais, autênticas e únicas, que contribuam para um envolvimento mais intenso com o destino e para a construção da sua própria identidade. Contudo, apesar da relevância do turismo de montanha a nível global e da importância dos cinco sentidos na vida do indivíduo, a experiência turística multissensorial nos destinos de montanha constitui ainda uma área de investigação incipiente, sendo de grande interesse conhecer e avaliar a importância da dimensão sensorial nas restantes dimensões da experiência turística. Para este efeito, realizou-se uma pesquisa empírica, com inquérito dirigido a visitantes de montanha. A recolha dos dados primários foi realizada via inquérito por questionário, aplicado a 241 visitantes da Serra da Estrela, durante os meses de julho e agosto de 2015. Permitiu a descrição do perfil do visitante de montanha e ainda o estudo das relações entre a dimensão sensorial e as outras dimensões da experiência, bem como das relações existentes entre a dimensão sensorial e as consequências da experiência (satisfação e lealdade). Entre várias conclusões encontradas, sobressaiu a relação existente entre as características individuais, as motivações, o perfil comportamental e a dimensão sensorial, as relações maioritariamente positivas entre a dimensão sensorial e as restantes dimensões da experiência, e a relação positiva entre a dimensão sensorial e a satisfação e lealdade. As conclusões permitiram uma melhor compreensão das implicações que a dimensão sensorial da experiência tem para o desenvolvimento sustentável e competitivo dos destinos de montanha.

Response of irrigated cotton to applied nitrogen

Like all high yielding farming systems nitrogen (N) is a key component to their productivity and profitability and Australian irrigated cotton growers are tending to apply more N than is required for the level of lint yield that is being achieved. This suggests either over application of N or inefficient systems limiting the response of cotton to N inputs. To investigate this four replicated trials were established in commercial fields during the 2014/15 season. The trials were aiming to measure the difference in response of irrigated cotton to the application of N under flood and overhead irrigation systems. The application treatments utilized eight upfront rates of applied N, ranging from 0 N kg/ha to a maximum of 410 kg N/ha, with three of the fours trials receiving a growerdetermined in-crop application of N in the irrigation water. The two flood irrigation systems had lower lint yields from similar levels of N input compared to one of the overhead irrigated sites; the result from the second overhead site was impacted by disease. This paper discusses the response of plant N uptake, lint yield and fertilizer N recovery to N application..

Contributos para uma estratégia de marketing territorial para a região de Moimenta da Beira

Num contexto de urbanização, de acesa competitividade e desertificação do interior, assiste-se cada vez mais a cenários de concorrência entre territórios pela captação de recursos, investimentos, negócios e até visitantes e turistas, capazes de gerar dinâmicas positivas no território, palco deste movimento. Algumas projeções indiciam que o interior de Portugal terá, em 2040, cerca de um terço da população atual e, se a tendência de declínio demográfico se mantiver, em 90 anos o interior perderá 75 por cento da população. Neste contexto, o presente estudo tem por finalidade alertar os decisores políticos para o desenvolvimento de estratégias que possam atrair pessoas para o interior do país e estancar a sua desertificação. Para o efeito, o projeto que se apresenta vai procurar definir uma estratégia de marketing territorial para o concelho de Moimenta da Beira, tendo por base os seus produtos endógenos, como a maçã, o vinho, o mel, os enchidos, os granitos, o património religioso e cultural e, por fim, o património natural, como a Albufeira do Vilar e a Serra da Nave. Para a realização do referido estudo, foi seguida uma metodologia que teve por base uma revisão de literatura na área do marketing territorial, a análise de dados secundários e a realização de entrevistas aos principais Stakeholders da região. Os resultados deste estudo permitirão definir orientações para reforçar a atratividade e competitividade da oferta territorial junto dos segmentos alvo, ou seja, dos atuais e potenciais utilizadores do território.

A "Greater Britain": colonial kin in fictions of settlement, 1850-1890

This dissertation traces the ways in which nineteenth-century fictional narratives of white settlement represent “family” as, on the one hand, an abstract theoretical model for a unified and relatively homogenous British settler empire and on the other, a fundamental challenge to ideas about imperial integrity and transnational Anglo-Saxon racial identification. I argue that representations of transoceanic white families in nineteenth-century fictions about Australian settler colonialism negotiate the tension between the bounded domesticity of an insular English nation and the kind of kinship that spans oceans and continents as a result of mass emigration from the British isles to the United States, Canada, New Zealand, and the Australian colonies. As such, these fictions construct productive analogies between the familial metaphors and affective language in the political discourse of “Greater Britain”—-a transoceanic imagined community of British settler colonies and their “mother country” united by race and language—-and ideas of family, gender, and domesticity as they operate within specific bourgeois families. Concerns over the disruption of transoceanic families bear testament to contradictions between the idea of a unified imperial identity (both British and Anglo-Saxon), the proliferation of fractured local identities (such as settlers’ English, Irish Catholic, and Australian nationalisms), and the conspicuous absence of indigenous families from narratives of settlement. I intervene at the intersection of postcolonial literary criticism and gender theory by examining the strategic deployments of heteronormative kinship metaphors and metonymies in the rhetorical consolidation of settler colonial space. Settler colonialism was distinct from the “civilizing” domination of subject peoples in South Asia in that it depended on the rhetorical construction of colonial territory as empty space or as land occupied by nearly extinct “primitive” races. This dissertation argues that political rhetoric, travel narratives, and fiction used the image of white female bourgeois reproductive power and sentimental attachment as a technology for settler colonial success, embodying this technology both in the benevolent figure of the metropolitan “mother country” (the paternalistic female counter to the material realities of patriarchal and violent settler colonial practices) and in fictional juxtapositions of happy white settler fecund families with the solitary self-extinguishing figure of the black aboriginal “savage.” Yet even in the narratives where the continuity and coherence of families across imperial space is questioned—-and “Greater Britain” itself—-domesticity and heteronormative familial relations effectively rewrite settler space as white, Anglo-Saxon and bourgeois, and the sentimentalism of troubled European families masks the presence and genocide of indigenous aboriginal peoples. I analyze a range of novels and political texts, canonical and non-canonical, metropolitan and colonial. My introductory first chapter examines the discourse on a “Greater Britain” in the travel narratives of J.A. Froude, Charles Wentworth Dilke, and Anthony Trollope and in the Oxbridge lectures of Herman Merivale and J.R. Seeley. These writers make arguments for an imperial economy of affect circulating between Britain and the settler colonies that reinforces political connections, and at times surpasses the limits of political possibility by relying on the language of sentiment and feeling to build a transoceanic “Greater British” community. Subsequent chapters show how metropolitan and colonial fiction writers, including Charles Dickens, Anthony Trollope, Marcus Clarke, Henry Kingsley, and Catherine Helen Spence, test the viability of this “Greater British” economy of affect by presenting transoceanic family connections and structures straining under the weight of forces including the vast distances between colonies and the “mother country,” settler violence, and the transportation system.

The spatial rhetoric of Gustav Zeiller's popular anatomical museum

This article focuses on the public experience of science by studying the exhibition practice of a small popular anatomy museum. The owner, Gustav Zeiller, a little-known German model maker and entrepreneur, opened his private collection in Dresden in 1888 with the aim of providing experts and laymen alike with a scientific education on bodily matters and health care. The spatial configuration of his museum environment turned the wax models into didactic instruments. Relying on the possible connexion between material culture studies and history of the emotions, this article highlights how Zeiller choreographed the encounter between the museum objects and its visitors. I argue that the spatial set up of his museum objects entailed rhetorical choices that did not simply address the social utility of his museum. Moreover, it fulfilled the aim of modifying the emotional disposition of his intended spectatorship. I hope to show that studying the emotional responses toward artefacts can offer a fruitful approach to examine the public experience of medicine.