Pattern-based analysis of EAI languages : the case of the business modelling language

Enterprise Application Integration (EAI) is a challenging area that is attracting growing attention from the software industry and the research community. A landscape of languages and techniques for EAI has emerged and is continuously being enriched with new proposals from different software vendors and coalitions. However, little or no effort has been dedicated to systematically evaluate and compare these languages and techniques. The work reported in this paper is a first step in this direction. It presents an in-depth analysis of a language, namely the Business Modeling Language, specifically developed for EAI. The framework used for this analysis is based on a number of workflow and communication patterns. This framework provides a basis for evaluating the advantages and drawbacks of EAI languages with respect to recurrent problems and situations.

The Impact of Internal Market Orientation on Staff Service Behaviours

The impact of service direction, service training and staff behaviours on perceptions of service delivery are examined. The impact of managerial behaviour in the form of internal market orientation (IMO) on the attitudes of frontline staff towards the firm and its consequent influence on their customer oriented behaviours is also examined. Frontline service staff working in the consumer transport industry were surveyed to provide subjective data about the constructs of interest in this study, and the data were analysed using structural equations modelling employing partial least squares estimation. The data indicate significant relationships between internal market orientation (IMO), the attitudes of the employees to the firm and their consequent behaviour towards customers. Customer orientation, service direction and service training are all identified as antecedents to high levels of service delivery. The study contributes to marketing theory by providing quantitative evidence to support assumptions that internal marketing has an impact on services success. For marketing practitioners, the research findings offer additional information about the management, training and motivation of service staff towards service excellence.