Lorne D. Booker

The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry

Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty.Design/methodology/approach – Four models were developed that were variations of the American Customer Satisfaction Model (ACSM). These models were then tested by using the Partial Least Squares (PLS) procedure on a data collected from a survey that yielded 8,098 respondents.Findings – It was found that customer satisfaction enhances reputation in the service environment. It was also discovered that reputation partially mediates the relationship between satisfaction and loyalty, and that reputation partially mediates the relationship between satisfaction and recommendation.Research limitations/implications – More research needs to be undertaken to explore the role of reputation within the ACSM. It is necessary to conduct research employing experimental design with longitudinal data captured from across industries using robust measur...

A scientometric analysis of knowledge management and intellectual capital academic literature (1994‐2008)

Purpose – The purpose of this study is to conduct a scientometric analysis of the body of literature contained in 11 major knowledge management and intellectual capital (KM/IC) peer-reviewed journals. Design/methodology/approach – A total of 2,175 articles published in 11 major KM/IC peer-reviewed journals were carefully reviewed and subjected to scientometric data analysis techniques. Findings – A number of research questions pertaining to country, institutional and individual productivity, co-operation patterns, publication frequency, and favourite inquiry methods were proposed and answered. Based on the findings, many implications emerged that improve one’s understanding of the identity of KM/IC as a distinct scientific field. Research limitations/implications – The pool of KM/IC journals examined did not represent all available publication outlets, given that at least 20 peer-reviewed journals exist in the KM/IC field. There are also KM/IC papers published in other non-KM/IC specific journals. However, the 11 journals that were selected for the study have been evaluated by Bontis and Serenko as the top publications in the KM/IC area. Practical implications – Practitioners have played a significant role in developing the KM/IC field. However, their contributions have been decreasing. There is still very much a need for qualitative descriptions and case studies. It is critically important that practitioners consider collaborating with academics for richer research projects. Originality/value – This is the most comprehensive scientometric analysis of the KM/IC field ever conducted.

The superstar phenomenon in the knowledge management and intellectual capital academic discipline

This paper reports on the first documented attempt to investigate the presence of the superstar (or Matthew) effect in the knowledge management and intellectual capital (KM/IC) scholarly discipline. The Yule–Simon model and Lotkas square law were applied to the publication data obtained from 2175 articles from 11 KM/IC journals. Based on the findings, it was concluded that the KM/IC discipline represents a very young, attractive academic field that welcomes contributions from a variety of academics and practitioners. In their paper acceptance decisions, KM/IC journal editors are not biased towards a small group of highly productive researchers, which is a positive sign that the field has been progressing in the right direction. The discipline is driven more by academics than by practitioners, and the distribution of articles is more concentrated among a few academic but not practitioner institutions. It was also observed that the Yule–Simon model and Lotkas square law may produce different distributions with respect to institutions.

A Model of Student Learning Outcomes of Information Literacy Instruction in a Business School

This study presents and tests a research model of the outcomes of information literacy instruction (ILI) given to undergraduate business students. This model is based on expectation disconfirmation theory and insights garnered from a recent qualitative investigation of student learning outcomes from ILI given at three business schools. The model was tested through a web survey administered to 372 students. The model represents psychological, behavioral, and benefit outcomes as second-order molecular constructs. Results from a partial least squares (PLS) analysis reveal that expectation disconfirmation influences perceived quality and student satisfaction. These in turn affect student psychological outcomes. Further, psychological outcomes influence student behaviors, which in turn affect benefit outcomes. Based on the study’s findings, several recommendations are made.

Factors affecting student learning outcomes of information literacy instruction

This poster reports results of a survey conducted recently at a Canadian business school concerning factors affecting student learning outcomes of information literacy instruction (ILI). Specifically, the effects of demographics, learning environment factors, and information literacy components on behavioral, psychological, and benefit outcomes of ILI are examined. Results test qualitative findings reported in a paper by the authors at last years ASIST Annual Meeting (Julien et al., 2009), and identify the salient factors surrounding the delivery of ILI that affect student learning outcomes. Specifically, results show that greater amounts of active instruction, more senior students, and more positive perceptions of the quality of and satisfaction with ILI, all yield improved student learning outcomes.

Curbing economic crime with RFID enabled currency

Information and Communication Technologies (ICTs) enable us to conduct business efficiently and effectively on a global scale. At the same time ICTs provide criminals with new capabilities with which to circumvent law enforcement efforts. Consequently, law enforcement agencies need new tools and new capabilities. RFID enabled money (r-money) is one such tool. R-money would make money visible to information systems. In this paper the potential benefits of r-money are presented and some of the societal, technical and governmental issues associated with r-money are discussed.