A construct of sequential service quality in service encounter chains

Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the service provider\u27s perspective and the service receiver\u27s perspective. In addition, there have also been some triadic network approaches to the study of service quality. However, there has been very little research into sequential service quality in service-encounter chains (that is, consecutive service performances in a series of service encounters). The incorporation of connected service encounters in services management can improve understanding of sequential service quality in service-encounter chains. This paper provides a customized construct of sequential service quality and&nbsp; highlights the importance of time, context, and performance threshold in service-encounter chains. Furthermore, the paper presents a customized six-dimensional construct of sequential service quality.<br /

The bioelectrochemistry of enzymes and their cofactors at carbon nanotube and nitrogen-doped carbon nanotube electrodes

This dissertation explores the electrochemical behavior of enzymes and their cofactors at carbon nanotube (CNT) and nitrogen-doped carbon nanotube (N-CNT) electrodes. Two common types of oxidoreductases are considered: flavin adenine dinucleotide (FAD)-dependent oxidases and nicotinamide adenine dinucleotide-dependent (NAD⁺)-dehydrogenases. Chapter 1 presents the oxygen reduction reaction (ORR) at N-CNT electrodes as a way to electrochemically measure enzymatic turnover at the electrode surface. The unique peroxide pathway at N-CNT electrodes, which catalytically disproportionates hydrogen peroxide (H₂O₂) back into oxygen, provides an increased ORR current directly proportional to the rate of enzymatic turnover for H₂O₂ producing enzymes, even in an oxygen saturated solution. Biosensing of L-lactate using the increased ORR current is demonstrated using L-lactate oxidase. Chapter 2 explores the surface bound electrochemical signal of FAD when FAD-dependent enzyme or free FAD is allowed to spontaneously adsorb onto the CNT/N-CNT surface. Specifically, the origin of the enzymatically generated FAD signal and the rate constant of the electron transfer are elucidated. Chapter 3 continues the discussion of the cofactor FAD by demonstrating its use as an informative surface specific redox probe for graphitic carbon surfaces. Primarily, FAD can be used to determine the electroactive surface area and the relative hydrophobicity/hydrophilicity of graphitic surfaces. Chapter 4 changes gears to NAD⁺-dependent dehydrogenases by investigating the electrocatalytic oxidation of NADH at N-CNTs in comparison with conventional carbon electrodes or nondoped CNTs. Biosensing of glucose through the oxidation of NADH is demonstrated using glucose dehydrogenase adsorbed onto the N-CNT surface. Chapter 5 continues the discussion of NAD⁺-dependent dehydrogenases by addressing the reaction kinetics of NADH oxidation at N-CNTs as a tool to measure the enzymatic reduction of NAD⁺.Chemistr

Publishing on publishing: streams in the literature

Purpose &ndash; The purpose of this paper is to propose and examine streams in the literature related to academic publishing, with a focus on works in marketing. The content of the works within each theme are then explored to identify what issues have been examined and their implications.Design/methodology/approach &ndash; The paper is a literature review, drawing on 30 years of research on academic publishing in marketing. The review is designed to cover the underlying issues examined, but is not designed to be comprehensive in terms of all the works exploring each stream of research.Findings &ndash; There are five main streams in the literature focusing on: rankings; theory and knowledge development; how to publish;, criticisms of publishing; and other issues. Within each stream, a number of sub-areas are explored. The works tend to be fragmented and there is generally limited in-depth qualitative research within streams exploring the underlying assumptions on which publishing is based.Research limitations/implications &ndash; The focus of the research is on the streams of works, rather than the findings within each stream and future research could explore each of these streams and sub-streams in more detail. Generally, the works appear to becoming increasingly sophisticated in terms of their analysis, which is only possible with the new technologies available. New metrics proposed in the literature that can be used to better understand publishing and additional qualitative research exploring some of the basic assumptions could also be explored.Practical implications &ndash; The research suggests that some streams with regard to academic publishing may have reached saturation and future publishing in these areas will need to be innovative in its approach and analysis, if these works are to be published.Originality/value &ndash; This paper is the first attempt to develop streams within the literature on academic publishing in marketing and thus draws together a diverse cross-section of works. It provides suggestions for directions for future research in the various streams.<br /

Volvo Australia\u27s new "masochistic" marketing approach

The &lsquo;masochistic marketing&rsquo; approach applied by Volvo in Australia is a challenging and demanding marketing process, because it plays on the humiliation of the corporate image itself. Masochistic marketing should not be used as a common approach, unless a series of events has turned the corporate image in the marketplace into something that is highly undesirable.<br /

A construct of the \u27ethos of codes of ethics\u27 (ECE) : the case of private and public Sweden

Purpose &ndash; The objective of this paper is to develop and describe a construct of the &ldquo;ethos of the codes of ethics&rdquo; (i.e. an ECE construct) in the private and public sectors of Sweden. Design/methodology/approach &ndash; The paper takes a cross-sector approach to codes of ethics amongst the top private sector companies and the top public sector organisations. The paper then examines the measures put in place by the dual sample in order to describe the ethos of their codes of ethics. Findings &ndash; The multivariate techniques used in the statistical analysis indicated that the ECE-construct consists of five dimensions: ethical bodies, ethical tools, ethical support procedures, internal ethics usage, and external ethics usage. Research limitations/implications &ndash; It should be noted that the ECE construct has been derived from large companies and organisations in private and public Sweden, which may indicate less applicability to smaller operations. Another limitation may be the validity and reliability across other cultural samples. The dual sample contains a variety of different types of operations, but it may not be transferable to other countries. Practical implications &ndash; The outcome is based on data from private companies and public organisations that indicated they had corporate codes of ethics. Therefore, a suggestion for further research is to examine the ECE construct in other countries/cultures that differ from the ones in this research effort performed in the private and public sectors of Sweden. Originality/value &ndash; The ECE construct introduced makes a contribution to theory and practice in the field as it is based upon a dual sample. It makes a contribution to theory as it outlines a construct for the benefit of other researchers working in both the private and the public sectors. The authors also believe that it may be of managerial interest as it provides a grounded framework of areas to be considered in the implementation of the codes of ethics in both private companies and public organisations.<br /

Codes of ethics in corporate Sweden

Purpose &ndash; The purpose of the study is to examine and describe the use of codes of ethics in the top 100 companies operating in the Swedish corporate sector. This paper reports on the responses of those companies that possessed a code of ethics.Design/methodology/approach &ndash; A three-stage research procedure was used. First, a questionnaire was sent to the public relations managers of the top 100 companies operating in the Swedish corporate sector (based on revenue). Companies were asked to answer up to 29 questions and to supply a copy of their code of ethics. The second stage involved content analysis of the codes of ethics supplied by survey respondents. The third stage involved a more detailed follow-up of a smaller group of firms that appeared to be close to best practice. Findings for Stage 1 of the research are reported in this paper. The areas of questioning were: how common are codes of ethics? Who was involved in the development of these codes? What are the reasons for the codes? How are they implemented? Do companies inform internal and external publics of the codes? What are the prescribed benefits of the codes?Findings &ndash; It would appear that business ethics has only recently become a topic of interest in corporate Sweden and that many companies are in the early stages of code development and assimilation into company policies. The incidence of codes in the population (of 100) suggested by this survey (56 per cent) is lower than a US study finding (in 1995) that over 84 per cent of comparable US companies had codes of ethics. It would appear that Sweden today lags behind the US situation of 1995. When one investigates the special measures to support the inculcation of ethical values at the organizational level, there appears to be some shortfall. The supporting measures of ethics committees, ethics training committees, ethics training, ombudsman, an ethical audit and procedures to protect whistleblowers appear to be under-utilized in companies that possess codes. This lack of utilization tends to suggest that companies in Sweden, as yet, either have not developed a high commitment to supporting business ethics in their corporations, or they may have developed other methods to support their codes in their organizations that they view are as beneficial as the traditional methods practised in other western industrial democracies.Research limitations/implications &ndash; This research was limited to internal ethical expectations. The commitment to business ethics is usually explored in terms of internal ethical expectations, but the simultaneous consideration of the external ethical expectations in the marketplace (e.g. among suppliers and customers or other publics) is desirable. A dyadic approach considering a company\u27s internal ethical expectations and the external ethical expectations of a company\u27s business activities may give a more balanced and in-depth approach.Practical implications &ndash; Evidence is now available to show that codes of ethics are well developed in many of Sweden\u27s largest corporations: organizations that, from their responses, appear to see a diverse range of benefits in developing the area of business ethics. Companies are beginning to implement not only a code of ethics, but other complementary initiatives that reinforce the need for the culture of the organization to be ethical. Codes of ethics are perceived by organizations to have assisted them in their dealings in the marketplace and many companies use their ethical values to underpin their strategic planning process. It appears that many companies now see the formalisation of business ethics as an integral part of their commercial practices.Originality/value &ndash; This study is the first one of its kind on codes of ethics in corporate Sweden. It will enable all sectors of Swedish business to benchmark their efforts against the major companies in the Swedish corporate sector.<br /

Masochistic marketing : not one of Volvo Australia\u27s safest strategies?

The marketing approach used by Volvo to debunk the stigma of &quot;Bloody Volvo Driver&quot; in the Australian marketplace appears to be a rare approach and could be perceived to some extent as being \u27masochistic\u27. A masochistic marketing approach, as coined by the authors of this paper, is a high-risk venture. It is a challenging and a demanding initiative because it plays on the humiliation of the corporate image itself. The core idea of the masochistic marketing approach violates, or at least appears to oppose, the fundaments of marketing. The underlying idea is to tum a stigmatised image in the marketplace into something useful and valuable in forthcoming marketing and business activities, however, in the process that corporate image may deteriorate even further.<br /

The commitment of public sector Sweden to codes of ethics

This article examines the results of a study conducted of the top 100 public sector units in Sweden. These units are comprised of entities of government, municipalities, and county councils. The aim of the study was to examine and describe the commitment to codes of ethics in these Swedish public sector units. This article reports on the responses of those public sector units that possessed a code of ethics. The construct of commitment was measured by a consideration of the inputs, objectives and outputs of the code across six areas. The commitment to codes of ethics has an interest for those involved in the public sector in Sweden and society in general. Most public sector units are in the early stages of development and assimilation into overall ethics policies in code artefacts. On a specific level there are customized codes of ethics that are not always documented in a generic artefact. Theoretical and managerial implications are provided. Furthermore, suggestions for further research are proposed. <br /

High-fructose corn-syrup-sweetened beverage intake increases 5-hour breast milk fructose concentrations in lactating women

This study determined the effects of consuming a high-fructose corn syrup (HFCS)-sweetened beverage on breast milk fructose, glucose, and lactose concentrations in lactating women. At six weeks postpartum, lactating mothers (n = 41) were randomized to a crossover study to consume a commercially available HFCS-sweetened beverage or artificially sweetened control beverage. At each session, mothers pumped a complete breast milk expression every hour for six consecutive hours. The baseline fasting concentrations of breast milk fructose, glucose, and lactose were 5.0 &plusmn; 1.3 &micro;g/mL, 0.6 &plusmn; 0.3 mg/mL, and 6.8 &plusmn; 1.6 g/dL, respectively. The changes over time in breast milk sugars were significant only for fructose (treatment &times; time, p &lt; 0.01). Post hoc comparisons showed the HFCS-sweetened beverage vs. control beverage increased breast milk fructose at 120 min (8.8 &plusmn; 2.1 vs. 5.3 &plusmn; 1.9 &micro;g/mL), 180 min (9.4 &plusmn; 1.9 vs. 5.2 &plusmn; 2.2 &micro;g/mL), 240 min (7.8 &plusmn; 1.7 vs. 5.1 &plusmn; 1.9 &micro;g/mL), and 300 min (6.9 &plusmn; 1.4 vs. 4.9 &plusmn; 1.9 &micro;g/mL) (all p &lt; 0.05). The mean incremental area under the curve for breast milk fructose was also different between treatments (14.7 &plusmn; 1.2 vs. &minus;2.60 &plusmn; 1.2 &micro;g/mL &times; 360 min, p &lt; 0.01). There was no treatment &times; time interaction for breast milk glucose or lactose. Our data suggest that the consumption of an HFCS-sweetened beverage increased breast milk fructose concentrations, which remained elevated up to five hours post-consumption