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Purpose: Incivility constitutes an increasing trend in different workplaces across the world. However, incivility has largely been overlooked in public organizational settings and mainly in the field of secondary education. The purpose of this paper is to provide a better understanding of the effects of supervisor incivility (SI) on psychological safety and work engagement of teachers of secondary schools, through the schools' level of perceived insider status (PIS). Design/methodology/approach: Data were collected through an online questionnaire that was based on previously validated scales. The final sample included 396 educators who taught different subjects in a Greek region. Findings: Results revealed a negative correlation between head teacher incivility and teacher attitudes (psychological safety/work engagement) through the mediating role of PIS. However, a direct link between SI and psychological safety was also discovered. Originality/value: The contribution of the study is in exploring one part of the dark side of leadership behavior, e.g. SI, at school and leadership behavior's effects on teacher attitudes, which remain largely unexplored due to teacher embarrassment or fear in acknowledging supervisor misbehavior. Further, the study does not only examine direct, but also indirect effects of incivility. Finally, the current study is the first study to investigate the phenomenon of SI in the Greek context, therefore, extending the geographical and cultural data base concerning incivility.

This paper presents the results concerning the evaluation of the processes of an Emergency Department (ED). Based on the analysis of both processes and data flow, a simulation model of patient throughput in the ED has been developed. Simulation results, obtained using the JaamSim software, pointed out the strengths and weaknesses of the departments' operations. Then, several alternative scenarios (hypothetical solutions) were created and tested, while the results were thoroughly analysed. In order to prioritise the several scenarios, two hierarchical processes were used. Firstly, a multicriteria table was developed based on decision makers' personal preference. Total length of stay was acknowledged as the factor with the higher importance. Consequently, the application of an analytical hierarchical process (AHP) managed to verify the primary ranking. A comparison of the proposed ideas was attempted, featuring the implementation of a fast track unit as the best practice. [ABSTRACT FROM AUTHOR]

Copyright of International Journal of Education Policy & Leadership is the property of International Journal of Education Policy & Leadership (Center for Education Policy) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Purpose – Nowadays, small and medium enterprises (SMEs) are incrementally using e-business tools in order to compete in an extremely hostile market and gain global access. The importance of e-business adoption for the economic success and survival of SMEs creates a very interesting field of research. The purpose of this paper is to develop and empirically test a conceptual framework that investigates the factors affecting the e-business adoption decision in SMEs. Design/methodology/approach – The examination of the proposed conceptual framework was made with the use of a newly developed structured questionnaire that was distributed to a group of Greek SMEs. The questionnaire was distributed to 600 companies, while 161 usable questionnaires were finally returned. exploratory factor analysis, confirmatory factor analysis, linear regression methods and the structural equation modelling (SEM) technique were used to test the research hypotheses. Findings – The proposed model explains 71 per cent of the variance of e-business adoption, with firm size, firm scope, IT infrastructure and internet skills being the most important e-business adoption drivers (with firm size being the most significant). On the other hand, CEOs knowledge, adoption cost, and competitive pressure do not seem to play an important role in the e-business adoption decision. Research limitations/implications – A limitation stemming from the implemented methodology is the use of self report scales to measure the constructs of the proposed model. Moreover, the present paper lacks a longitudinal approach, since it is cross-sectional and provides a static picture of e-business adoption. Practical implications – The paper makes an effort in order to point out areas that companies should emphasise in order to successfully adopt e-business and, therefore, harvest its potential benefits. Certain practical implications are offered in the final part of the paper. Originality/value – First, the present study places SMEs in the centre of its attention, while the contemporary research mostly examines the implementation of e-business practices in large organisations. Second, the present study proposes a three-dimensional conceptual framework, including technological, organisational and environmental context. Such a multidimensional approach has randomly been explored in the existing literature. Third, the results of the study may be generalised in other developed countries with similar economic realities and yield interesting outcomes for practitioners in these countries. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to examine the relationship between consumer perceptions about large companies and behavioral intention toward buying products from these companies. It is hypothesized that the better the perceptions, the higher the behavioral intention. Corporate social responsibility (CSR) policies are proposed as the perfect tool to improve consumer perceptions and, hence, increase the customer base of large organizations. Such an approach has randomly been explored in the existing literature, making the examination of the proposed conceptual framework of the study an interesting research topic. Design/methodology/approach – The proposed conceptual framework was tested on a sample of Greek consumers. The final sample consisted of 454 adult consumers. The reliability and the validity of the newly developed questionnaire were thoroughly examined. Empirical data were analyzed using the “Structural Equation Modeling” technique. Findings – The results of the quantitative research highlighted the negative perceptions of Greek consumers toward large companies but, at the same time, revealed the statistically significant positive effect of certain dimensions of consumer perceptions on behavioral intention. In more detail, “interest toward community and employees” and “contribution to economic prosperity” seem to enhance behavioral intention, with the first being the most important factor. Research limitations/implications – A limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Moreover, as the measurement of consumer perceptions has never been attempted in the existing literature, the items used to measure this construct were created after an extensive review of theoretical papers, failing to incorporate scales that have been already tested for their reliability. Practical implications – Using the findings of the empirical analysis as guiding lights, the present study proposes certain measures for large organizations. Highly proposed policies are offered in the final part of the paper. These policies are connected with enhancing the perceived interest of the company toward its community and employees. Originality/value – The present paper proposes a conceptual framework that examines CSR under a context that has been randomly examined before. It goes beyond theoretical principles and approaches issues that are vital for large organizations. Moreover, the results of the study may be generalized in other developed countries with similar economic realities (e.g. Spain, Italy, Portugal and Ireland). [ABSTRACT FROM AUTHOR]

Abstract Purpose -- The purpose of this paper is to explore the relationship between the acquisition of an ISO 9000 certification and the overall financial performance of the certified firms. More specifically, the study proposes a multidimensional conceptual framework, including "customers' demand", "ISO adoption", "operation efficiency", "market efficiency" and "overall financial performance". Such a multidimensional approach has randomly been explored in the existing literature, making the examination of the proposed conceptual framework an interesting research topic. Design/methodology/approach -- The proposed conceptual framework was tested on a sample of Greek ISO 9000-certified companies of various economic sectors. Quality managers were used as key respondents. The final sample consisted of 168 companies. The reliability and the validity of the questionnaire were thoroughly examined. Empirical data were analyzed using the structural equation modelling technique. The findings are based on the 2000 version of the ISO series, which is generally accepted and has widespread use, as it has eliminated most of the disadvantages of the 1994 version. The present study is empirical (it is based on primary data), explanatory (examines cause and effect relationships), deductive (tests research hypotheses) and quantitative (includes the analysis of quantitative data collected with the use of a structured questionnaire). Findings -- The findings of the study provide strong evidence that ISO 9000 implementation is highly associated with improvements in overall financial performance. Moreover, it was found that ISO implementation is directly associated with significant improvements in quality awareness, operations execution, market share, customer satisfaction and sales revenue. Finally, customers' demand was not found to be the most important motivation for implementing an ISO certification. Rather, it seems that companies seek for quality improvement due to internal motives. Research limitations/implications -- A limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Moreover, the present paper lacks a longitudinal approach, since it is cross-sectional and provides a static picture of ISO implementation. Practical implications -- The paper makes an analytical effort in order to point out areas that companies should emphasize in order to successfully implement ISO 9000 and, therefore, harvest its potential benefits. Certain practical implications are offered in the final part of the paper. Originality/value -- The paper proposes an enhanced conceptual framework that examines vital issues concerning the successful implementation of ISO 9000, thus, providing valuable outcomes for decision makers and academics. Moreover, the results of the study may be generalized in other developed countries whose economy faces similar significant challenges as Greece. [ABSTRACT FROM AUTHOR]

Purpose -- The present study aims to investigate the impact of organizational capabilities in the successful implementation of e-business. More specifically, the study proposes a three-dimensional conceptual framework, including "organizational learning capabilities", "knowledge management capabilities" and "organizational readiness". Such a multidimensional approach has randomly been explored in the existing literature, making the examination of the proposed conceptual framework an interesting research topic. Design/methodology/approach -- The proposed conceptual framework was tested on a sample of Greek companies with an online involvement. Information System executives were used as key respondents. The final sample consisted of 213 companies. The reliability and the validity of the newly developed questionnaire were thoroughly examined. Empirical data were analyzed using the "structural equation modeling" technique. Findings -- The results of the study reveal that "training availability", "knowledge level" and "knowledge sharing" are the most significant factors for successfully implementing e-business. Moreover, "firm size" seems to be another important determinant. On the other hand, "technical expertise", "knowledge accumulation" and "knowledge application" were not found to have a statistically significant impact on the implementation of e-business. Research limitations/implications -- A limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Moreover, the present paper lacks a longitudinal approach, as it is cross-sectional and provides a static picture of e-business implementation. Practical implications -- The paper makes an analytical effort to point out areas that companies should emphasize to successfully implement e-business and, therefore, harvest its potential benefits. Certain practical implications are offered in the final part of the paper. Originality/value -- The paper proposes an enhanced conceptual framework that examines vital issues concerning the successful implementation of e-business, thus providing valuable outcomes for decision-makers and academics. Moreover, the results of the study may be generalized in other developed countries whose economy faces similar significant challenges as Greece (e.g. Spain, Italy, Portugal, Ireland, etc.). [ABSTRACT FROM AUTHOR]

Abstract: The present study empirically investigates the shopping culture and behavior of Greek consumers, taking under consideration various factors that affect their purchase decisions. Consumer culture has become one of the most powerful characteristics that influence both individual and groups decisions. Even though consumer behavior and purchase intention models are continuing to dominate the academic research and everyday practice of the management science, they could not imprint the whole picture of today's culture evolution. Today, consumers operate in a dynamic and constantly changing environment that dictates the constant re-evaluation of purchase intentions and decisions. In order to investigate the impact of contextual factors, brand loyalty and brand switching on consumer purchase decisions a empirical survey was conducted with the use of a structured questionnaire on a sample of Greek consumers, aged between eighteen (18) and fifty five years (55). The size of the sample was four hundred and fifty (450) questionnaires. The findings reveal that contextual factors have the strongest influence on purchase decisions and have an impact on both brand loyalty and brand switching. Moreover, the findings provide important insights rega rding the factors that practitioners should enhance in order to tailor their marketing approaches. In general, the present study offers knowledge to managers and researchers on the issues of purchase decisions, brand loyalty, brand switching, and contextual factors. [Copyright &y& Elsevier]

Purpose – The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and reducing the bureaucracy of the Greek public administration. Moreover, the present study aims to underline the importance of citizen participation in service planning and provision processes, thus providing an additional dimension to the "New Public Management" (NPM) discipline that has recently found itself under serious critique. Design/methodology/approach – The present study utilized a slightly modified SERVQUAL instrument that was distributed to citizens visiting a representative sample of CSC branches. More specifically, 221 CSCs were visited by the members of the research team (20.35 per cent of the total population) and 843 usable questionnaires were collected from citizens. Random sampling techniques were used in order to acquire a representative and reliable sample. Findings – In brief, it is found that, although citizen expectations are not met in three of the five SERVQUAL dimensions, the overall service quality performance is well above average, allowing one to claim that CSCs have achieved their initial target. The gap scores for the dimensions of empathy and responsiveness were positive, while the same scores for the dimensions of tangibles, reliability and assurance were negative. Research limitations/implications – The use of the SERVQUAL instrument has been a subject of critique by various authors. Its ability to measure service quality has been supported by many and disputed by few. The present study analytically examined the validity and reliability of the instrument, so as to ensure that its use successfully fits the public service environment. Practical implications – The paper makes an analytical effort in order to point out areas that managers and policy makers should emphasize in order to increase the level of public services. Certain practical implications are offered in the final part of the paper. Originality/value – CSCs are, according to the best of the researchers' knowledge, a worldwide innovation only implemented in Greece. Hence, their examination may serve as a guiding light for other countries suffering from public sector inefficiencies. The methodological contribution of the paper lies in the implementation of the SERVQUAL instrument in the context of public services and its subsequent validation with the use of exploratory and confirmatory factor analysis. On a theoretical level, the present paper enhances the current literature with a paper that argues that citizens should actively participate in the processes of service planning and service provision. [ABSTRACT FROM AUTHOR]

Purpose – The recent advances in the technology of electronic banking have helped develop new ways of handling banking affairs, especially through online banking. Moreover, the rapid development of the internet has stimulated the banking sector towards encouraging customers to make their transactions online. The purpose of this paper is to introduce an extended technology acceptance model (TAM) model as a tool for examining the factors that have a significant impact on customers' online banking acceptance. Design/methodology/approach – The typical TAM constructs were enhanced with the variables of perceived risk and quality of the internet connection. The proposed conceptual framework of the study (extended TAM), was tested on a sample of Greek internet users. Data were analysed using the "structural equation modelling" technique. Findings – Results provide overall support for the extended TAM model and confirm its robustness in predicting customers' intention of adoption of internet banking. More specifically, results underlined the important impact of perceived usefulness, security risk and performance risk on the intention to use internet banking. On the contrary, the impact of perceived ease of use and quality of the internet connection seemed to have only an indirect effect on internet banking adoption. Practical implications – The paper makes an analytical effort in order to point out areas that banking organisations should emphasize in order to successfully implement online banking and, therefore, harvest its potential benefits. Originality/value – The paper proposes an enhanced conceptual framework (extended TAM) that examines vital issues concerning online banking acceptance, thus providing valuable outcomes for decision makers and academics. To the best of the researchers' knowledge, such an extension of the TAM model has never been examined in the relevant literature. Moreover, the results of the study may be generalised in other developed countries whose financial sector faces significant challenges (e.g. Spain, Italy, Portugal, Ireland, etc.). [ABSTRACT FROM AUTHOR]

Copyright of Business, Management & Education / Verslas, Vadyba ir Studijos is the property of Vilnius Gediminas Technical University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)