n recent years, public key infrastructure (PKI) has emerged as co‐existent with the increasing demand for digital security. A digital signature is created using existing public…
Abstract
n recent years, public key infrastructure (PKI) has emerged as co‐existent with the increasing demand for digital security. A digital signature is created using existing public key cryptography technology. This technology will permit commercial transactions to be carried out across insecure networks without fear of tampering or forgery. The relative strength of digital signatures relies on the access control over the individual’s private key. The private key storage, which is usually password‐protected, has long been a weak link in the security chain. In this paper, we describe a novel and feasible system – BioPKI cryptosystem – that dynamically generates private keys from users’ on‐line handwritten signatures. The BioPKI cryptosystem eliminates the need of private key storage. The system is secure, reliable, convenient and non‐invasive. In addition, it ensures non‐repudiation to be addressed on the maker of the transaction instead of the computer where the transaction occurs.
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Jochen Wirtz, Loizos Heracleous and Nitin Pangarkar
The purpose of this paper is to explore the nature of Singapore Airline's human resource (HR) management practices that enable the company to deliver consistent service excellence…
Abstract
Purpose
The purpose of this paper is to explore the nature of Singapore Airline's human resource (HR) management practices that enable the company to deliver consistent service excellence in an efficient manner and achieve sustainable competitive advantage.
Design/methodology/approach
The paper presents an in‐depth case study based on primary and secondary data, and especially in‐depth interviews of senior management and senior flight crew.
Findings
The study finds that Singapore Airlines' HR practices involve stringent selection and recruitment processes, extensive training and retraining, successful service delivery teams, empowerment of front‐line staff to control service quality, and motivating staff through rewards and recognition.
Practical implications
This research has implications for organisations that aim to deliver consistent service excellence, by outlining HR practices that assist in this goal; and for senior management, particularly highlighting the importance and contribution of HR to competitive advantage, and the importance of strategic alignment between functional strategies and business‐level strategies.
Originality/value
The paper contributes to the understanding of how HR practices contribute to service excellence and competitive advantage, this being a key dimension of strategic alignment.
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This paper aims to examine two specific research issues among future members of the Malaysian accountancy profession. First, it explores the extent of committed academic…
Abstract
Purpose
This paper aims to examine two specific research issues among future members of the Malaysian accountancy profession. First, it explores the extent of committed academic dishonesty (AD) among accounting students in two institutions of higher learning in which Islamic orientation and emphasis are observably different. Second, it investigates whether pious accounting students are dishonesty-resistant, premising the investigation on the maintained assumption based on the Islamic religious scriptures that piety should be placed at the forefront of the crusade against academic malaise particularly AD.
Design/methodology/approach
Using a questionnaire survey to measure both AD and piety, the usable responses were analyzed using mean score and independent sample t-tests.
Findings
The results indicate that AD practices are within the safe and non-disturbing limit. The results on piety which form the crux of the research suggest that findings are sensitive to different piety measurement, indicating the need for a refine piety proxy in future Islamic piety research.
Originality/value
Notwithstanding the small sample based on only two universities, the results provide a critical basis for reality check and policy input on issues relating to AD and piety for all stakeholders, particularly in designing the relevant and necessary trainings and relevant policy formulation in addressing integrity issues in accounting education.
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Lee Chin Tay, Fee Yean Tan, Khulida Kirana Yahya and Amran Rasli
The purpose of this paper is to validate the corporate environmental citizenship measurement originally developed by Banerjee (2002) in the Malaysian setting.
Abstract
Purpose
The purpose of this paper is to validate the corporate environmental citizenship measurement originally developed by Banerjee (2002) in the Malaysian setting.
Design/methodology/approach
A systematic sampling technique was used, with a total of 251 responses. The measurement was tested using content validity, convergent validity and discriminant validity.
Findings
The study finds that all four dimensions are highly suited for measuring corporate environmental citizenship in the construction companies in Malaysia.
Research limitations/implications
The study uses a single respondent to report on the organization’s corporate environmental citizenship. The perceptions among the respondents may differ.
Practical implications
Organizations can use the measurement for benchmarking current levels of organizations’ environmental degradation as well as identify which business areas are in need to improve environmental preservation.
Social implications
This study theoretically conceptualized corporate environmental citizenship as a multidimensional construct containing four dimensions.
Originality/value
This study contributes to the body of knowledge by validating corporate environmental citizenship measurement in the Malaysian context as measurement validation studies are scarcely found.
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Salmi Mohd Isa, Grace Sze Sze Lim and Phaik Nie Chin
This study aims to examine hospital image, perceived medical quality, relationship marketing and word-of-mouth as the determinants of patients’ intent to revisit private hospitals…
Abstract
Purpose
This study aims to examine hospital image, perceived medical quality, relationship marketing and word-of-mouth as the determinants of patients’ intent to revisit private hospitals in Penang, based on the theory of planned behaviour.
Design/methodology/approach
A quantitative study comprising a self-administered questionnaire was distributed to domestic and international patients at the airport, private hospitals and hotels located in Penang. The partial least squares structural equation modelling (PLS-SEM) approach was used to analyse and test the research hypotheses.
Findings
The results show that cognitive components (i.e. hospital image and perceived medical quality) do not have any significant influence on patients’ intent to revisit, while affective components (i.e. relationship marketing) and behavioural components (i.e. word-of-mouth) are important in increasing patients’ intent to revisit private hospitals in Penang, Malaysia. Trust has no significant mediating effect between predictor variables and patients’ intent to revisit, but it has significant association with affective and behavioural components.
Practical implications
The findings provide insights to medical marketing teams in promoting and increasing patients’ intent to revisit their respective hospitals and for the governments to sustain and enhance medical tourism in their countries.
Originality/value
This study is one of the few studies that looks at the relationship between hospital image, perceived medical quality, relationship marketing, word-of-mouth and patients’ intent to revisit private hospitals in Penang, Malaysia. This study also explored the direct and indirect effects of trust on patients’ intent to revisit that was still limited.
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Fernando de Oliveira Santini, Luciene Eberle, Wagner Junior Ladeira, Gabriel Sperandio Milan, Ana Paula Graciola and Cláudio Hoffmann Sampaio
This article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services.
Abstract
Purpose
This article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services.
Design/methodology/approach
A meta-analysis of 165 articles was performed, which generated 272 observations in a cumulative sample of 86,968 respondents.
Findings
The results of this meta-analysis demonstrated seventeen antecedents of trust constructs and four consequents. Most of these relationships were meaningful and consistent. The authors also found some significant moderators related to culture (individualism, masculinity and long-term orientation) and context (innovation index and device type).
Research limitations/implications
This meta-analysis reviewed the relationships found throughout the theoretical framework about the trust construct in financial service contexts, identifying new paths for future research. Some limitations, such as the non-use of qualitative studies and the selection of concepts, exist in the secondary data and should be noted.
Practical implications
The present study can assist financial system managers in decision-making because the findings from the meta-analysis are more consistent than those from traditional primary surveys.
Originality/value
This research tested the impact of antecedents, consequents and moderators of trust in the financial services sector and presented significant results using a meta-analytic review. This meta-analysis contributes to the marketing literature by offering a set of empirical generalizations, including relationship coefficients and fail-safe calculated numbers (FSN).
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Sanjaya Singh Gaur, Piyush Sharma, Halimin Herjanto and Russel P.J. Kingshott
The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and…
Abstract
Purpose
The purpose of this paper is to explore the impact of four types of acculturation behaviors of frontline service employees (assimilation, separation, integration, and marginalization) on customer satisfaction and customer commitment.
Design/methodology/approach
In total, 377 ethnically diverse customers of a retail bank in New Zealand participated in this study. SmartPLS3 was used to test all the hypotheses.
Findings
Assimilation and integration have positive effects on both customer satisfaction and commitment. Marginalization has a negative effect on both customer satisfaction and commitment but separation has a negative effect only on customer satisfaction and not on customer commitment.
Research limitations/implications
Future research may validate and extend the authors findings in diverse cultural settings and use experimental method to explore the socio-psychological mechanisms underlying the influence of frontline service employees’ acculturation behaviors on customer satisfaction and commitment.
Practical implications
This study will help managers understand the importance of service employees’ acculturation behaviors and develop suitable recruitment strategies and training programs to improve their impact on customer satisfaction and commitment.
Originality/value
This study extends current research on intercultural service encounters by looking beyond the moderating effects of four types of service employees’ acculturation behaviors, to explore their direct effects on customer satisfaction and commitment.