Abdullah Murrar, Madan Batra and James Rodger
Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of…
Abstract
Purpose
Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated.
Design/methodology/approach
SERVQUAL questionnaire responses were collected from 635 household families, and the financial sustainability indicators of 56 water providers were gathered as well. Cronbach's alpha and factor analysis were conducted to measure the internal consistency and convergent validity. Path analysis was utilized to evaluate the causal diagram by examining the relationships among service quality, customer satisfaction and financial sustainability using the AMOS software package.
Findings
The results showed that the five dimensions of service quality explain 58% of the customer satisfaction variation. The responsiveness, empathy, assurance and reliability have significant impact on the customer satisfaction where p < 0.05, while the tangible dimension has an insignificant effect. The results also revealed that customer satisfaction has a significant impact on the financial sustainability indicators of the water providers, where p = 0.000 for the debt collection ratio indicator, and p = 0.003 for the financial efficiency ratio indicator.
Research limitations/implications
This research on financial sustainability is based on evidence about service quality and customer satisfaction in the Palestinian water sector. Future research on financial sustainability of the water sector may focus on the pricing mechanism and debt collection of water service.
Practical implications
The findings suggest that water providers should recognize the importance of service quality dimensions, which strengthen the customer satisfaction, which, in turn, is a significant driver for their financial sustainability. It is, therefore, sound to draw action-oriented managerial implications from these results.
Originality/value
The study adds to the literature of water service sector and is based on empirical evidence from primary data of household families and secondary data of water service providers from developing countries. This paper also contributes toward the strengthening of sustainability of the water service sector in Palestine – a worthy humanitarian cause. The study provides evidence useful for policy makers toward carving out policies aimed at strengthening the financial sustainability of the water service sector.
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James A. Rodger, Parag C. Pendharkar, David J. Paper and Patricia Molnar
In 1997, Gamma Health Care Systems embarked on a redesign project for their Human Resource Information System (HRIS). Redesign involved major changes to the existing system to…
Abstract
In 1997, Gamma Health Care Systems embarked on a redesign project for their Human Resource Information System (HRIS). Redesign involved major changes to the existing system to guarantee a very high level of service. This case describes the efforts of the Human Resource Department (HRD) to redesign its HRIS to better meet enterprise‐wide goals of cost effectiveness and efficiency. The reengineering project transformed the HRD from a historic role of transaction processing to one of a strategic partner.
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David Paper, Ray Chang and James A. Rodger
The purpose of the research is to explore the role of creativity (in business process improvement paradigms) among Japanese organizations and US organizations. Although US and…
Abstract
The purpose of the research is to explore the role of creativity (in business process improvement paradigms) among Japanese organizations and US organizations. Although US and Japanese organizations may use differently terminology, the general idea of process improvement (to add value to products and/or services that exceed customer expectations) is embraced by both. What is not clear is the way in which organizations in the two countries implement change. Eight organizations participated in the study: four organizations from Japan and four from the US. Results of the study revealed that US organizations tend to desire faster change to improve performance. They want to adopt state‐of‐the‐art methodologies and invest heavily in technology to transform their organizations quickly. In contrast, Japanese organizations prefer incremental change as it conforms to their culture and way of life. However, US organizations are beginning to realize that process improvement is greatly enhanced by changing the culture of the work place. Moreover, Japanese organizations are realizing that individual creativity is very important for future competitiveness in the world marketplace.
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Parag C. Pendharkar and James A. Rodger
client/server(C/S) systems have revolutionized the systems development approach. Among the drivers of the C/S systems is the lower price/performance ratio compared to the…
Abstract
client/server(C/S) systems have revolutionized the systems development approach. Among the drivers of the C/S systems is the lower price/performance ratio compared to the mainframe‐based transaction processing systems. Data mining is a process of identifying patterns in corporate transactional and operational databases (also called data warehouses). As most Fortune 500 companies are moving quickly towards the client server systems, it is increasingly becoming important that a data mining approaches should be adapted for C/S systems. In the current paper, we describe different data mining approaches that are used in the C/S systems.
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Existing treatments for alcohol and substance dependence are of limited efficacy and acceptability to users. Since such dependence is associated with high co‐morbidity and…
Abstract
Purpose
Existing treatments for alcohol and substance dependence are of limited efficacy and acceptability to users. Since such dependence is associated with high co‐morbidity and mortality rates, alternative treatments should be urgently evaluated. Ibogaine, a hallucinogenic alkaloid, derived from Tabernanthe Iboga, a plant unique to the rainforests of West Africa, is already associated with a large underground treatment scene. This paper aims to explore this issue.
Design/methodology/approach
The paper draws on the comparative ethnography of magicoreligious Iboga use in West Africa alongside contemporary accounts of ibogaine addiction treatment, and contextualizes these within the neurobiology and anthropology of addiction and treatment provision.
Findings
While the exotic otherness of ibogaine no doubt contributes to interest and hope, the impact of the medicine, not just on craving and withdrawal, but on the perceived acquisition of psycho‐spiritual insight, may validate such anticipation. Both West African and Western Ibogaine use are explored in the context of oppression, resistance and a re‐asserted morality. Successful ibogaine treatments appear to respect but transform existing subcultural meanings and identities, while promoting realism and psychosocial integration.
Practical implications
Existing treatment programmes might learn from the inherent critique of conventional treatment enacted in ibogaine treatment scenes.
Social implications
Lack of mainstream investment may partly reflect the cultural positioning of drug‐users (and of this drug‐class) yet the scale of underground ibogaine use demands urgent funding for research to optimise safety and further understanding/development.
Originality/value
An understanding of how addicts seeking ibogaine are culturally positioned, and position themselves, illuminates the specific attraction of ibogaine treatment for this group, and has important implications for practice, drug policy and treatment development.
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David J. Paper, James A. Rodger and Parag C. Pendharkar
We embarked on a case study to explore one organization’s experiences with radical change for the purpose of uncovering how they achieved success. The organization we examined was…
Abstract
We embarked on a case study to explore one organization’s experiences with radical change for the purpose of uncovering how they achieved success. The organization we examined was Honeywell Inc. in Phoenix, Arizona, USA. From the interview data, we were able to devise a set of ten lessons to help others transform successfully. Two important lessons stand out above the rest. First, execution of a carefully developed change plan separates the high performers from less successful BPR projects. Second, recognition that dealing with change is difficult and complicated is not enough. Top management should make change management a top priority and communicate the change vision across the organization.
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As global competition drives organizations towards becoming leaner and more streamlined, many corporations have turned to Business Process Reengineering (BPR) as a means to…
Abstract
As global competition drives organizations towards becoming leaner and more streamlined, many corporations have turned to Business Process Reengineering (BPR) as a means to radically change the way they conduct business. However, in many instances, dramatic improvements have just failed to materialize …
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Benchmark problem 5 of the TEAM workshops consists of four aluminium blocks placed in the space between the jaws of an electromagnet. Three dimensional eddy currents are induced…
Abstract
Benchmark problem 5 of the TEAM workshops consists of four aluminium blocks placed in the space between the jaws of an electromagnet. Three dimensional eddy currents are induced by 50 Hz time‐varying flux. Eleven sets of results from nine groups of contributors are compared with experimental measurements. The results from most of the computer codes tend to converge to common limits. These limits are in some places slightly different from some of the measured results. The reason for this discrepancy is thought to be due to the idealised boundary conditions, ignoring any losses in laminated iron, which are assumed in all the computer models.
Jordon Swain, James Tuite and John Borland
The case describes the dilemma a young leader, First Lieutenant Toomey, faces after arriving at a new organization. Toomey’s subordinate (sergeant first class Rodgers) is more…
Abstract
Synopsis
The case describes the dilemma a young leader, First Lieutenant Toomey, faces after arriving at a new organization. Toomey’s subordinate (sergeant first class Rodgers) is more experienced and accomplished and has enjoyed a degree of autonomy under Toomey’s predecessor. Rodger’s demeanor and the physical setup of the joint office space speak to a dysfunctional dynamic in an organization that values a traditional hierarchy and relatively high power distance between supervisor and subordinate. The potential for conflict exists as Toomey contemplates how to address the dysfunctional norms he has observed while maintaining a functional relationship and reputation as an effective leader in his new unit.
Research methodology
The case was created via an interview of the protagonist.
Relevant courses and levels
This case is designed for use in undergraduate and graduate level courses on leadership and management. The case is useful for teaching lessons (or electives) on power, influence, conflict management, culture and leading change.