International Journal of Services and Standards http://www.inderscience.com/browse/index.php?journalID=34&year=2011&vol=7&issue=3/4 Inderscience Publishers Ltd en-uk International Journal of Services and Standards 1740-8849 1740-8857 © 2011 Inderscience Publishers Ltd editor@inderscience.com https://www.inderscience.com/images/files/coverImgs/ijss_scoverijss.jpg http://www.inderscience.com/browse/index.php?journalID=34&year=2011&vol=7&issue=3/4 http://www.inderscience.com/link.php?id=45048 Health information technology can better support healthcare in the USA, optimising data flows. This study examines the performance measures issued by the National Quality Forum and analyses the relationship between different types of measures and their status in the endorsement lifecycle. This understanding may be useful for the automation of performance measurement, improving standards, the quality of data sets and the data flow in e-health record (EHR) systems. Results suggest a current concentration on measures which concern healthcare services, leaving far behind patient experience measures. Among the service-oriented measures, numbers are not evenly distributed across three stages in the endorsement lifecycle. There is a considerable backlog of measures to review requiring expedition in this process and/or extension of the endorsement period. Additionally, changes are required to include a larger number of patient experience measures. We provide important guidance to enhance the auditing and tracking of EHR performances. Health information technology performance measures: a lifecycle analysis
Kai S. Koong; Javier Flores; Jun Sun; Lai C. Liu
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 181 - 196
Health information technology can better support healthcare in the USA, optimising data flows. This study examines the performance measures issued by the National Quality Forum and analyses the relationship between different types of measures and their status in the endorsement lifecycle. This understanding may be useful for the automation of performance measurement, improving standards, the quality of data sets and the data flow in e-health record (EHR) systems. Results suggest a current concentration on measures which concern healthcare services, leaving far behind patient experience measures. Among the service-oriented measures, numbers are not evenly distributed across three stages in the endorsement lifecycle. There is a considerable backlog of measures to review requiring expedition in this process and/or extension of the endorsement period. Additionally, changes are required to include a larger number of patient experience measures. We provide important guidance to enhance the auditing and tracking of EHR performances.

]]> 10.1504/IJSS.2011.045048 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 181 - 196 Kai S. Koong; Javier Flores; Jun Sun; Lai C. Liu College of Business Administration, The University of Texas – Pan American, 1201 West University Drive, Edinburg, TX 78539, USA ' College of Business Administration, The University of Texas – Pan American, 1201 West University Drive, Edinburg, TX 78539, USA ' College of Business Administration, The University of Texas – Pan American, 1201 West University Drive, Edinburg, TX 78539, USA ' College of Business Administration, The University of Texas – Pan American, 1201 West University Drive, Edinburg, TX 78539, USA health information technology performance measures healthcare services HIT standards HIT measures lifecycle analysis USA United States data flows e-health electronic health records EHR electronic healthcare healthcare technology patient experience performance auditing performance tracking. 2012-01-22T23:20:50-05:00 7 3/4 181 196 2012-01-22T23:20:50-05:00 http://www.inderscience.com/link.php?id=45049 This paper presents the results of an investigation on current security practices in Cypriot organisations, including enterprises and public sector divisions. To gain knowledge on the deployed security technologies by organisations, a survey was conducted and concluded in late 2010. The survey primarily examined compliance of current security policies and procedures with ISO 27001 security recommendations. A research analysis has been performed and identified that security mechanisms and the management of IT resources may be improved on a number of aspects. Based on the research findings, an assessment of the viability of ISO 27001 in Cyprus is given. An investigation on compliance with ISO 27001 in Cypriot private and public organisations
Ioanna Dionysiou
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 197 - 234
This paper presents the results of an investigation on current security practices in Cypriot organisations, including enterprises and public sector divisions. To gain knowledge on the deployed security technologies by organisations, a survey was conducted and concluded in late 2010. The survey primarily examined compliance of current security policies and procedures with ISO 27001 security recommendations. A research analysis has been performed and identified that security mechanisms and the management of IT resources may be improved on a number of aspects. Based on the research findings, an assessment of the viability of ISO 27001 in Cyprus is given.

]]> 10.1504/IJSS.2011.045049 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 197 - 234 Ioanna Dionysiou Department of Computer Science, School of Sciences, University of Nicosia, 46 Makedonitissas Avenue, P.O. Box 24005, 1700 Nicosia, Cyprus ISO 27001 services security practices Cyprus security technology information security management systems ISMS security standards information technology information management. 2012-01-22T23:20:50-05:00 7 3/4 197 234 2012-01-22T23:20:50-05:00 http://www.inderscience.com/link.php?id=45050 The purpose of this paper is to present results from a survey of police managers in Norway on leadership roles and occupational culture. A total of 18 police personnel values for occupational culture were applied in this research. All of them represent cultural dimensions of potential importance to law enforcement performance. Respondents emphasised the role of personnel leader where the manager is responsible for supervising, hiring, training, organising, coordinating and motivating a cadre of personnel to achieve the goals of the organisation. Empirical research, as presented in this paper, is important to generate insights into links between theory and practice in police management. Leadership roles in police service management and occupational culture
Petter Gottschalk
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 235 - 248
The purpose of this paper is to present results from a survey of police managers in Norway on leadership roles and occupational culture. A total of 18 police personnel values for occupational culture were applied in this research. All of them represent cultural dimensions of potential importance to law enforcement performance. Respondents emphasised the role of personnel leader where the manager is responsible for supervising, hiring, training, organising, coordinating and motivating a cadre of personnel to achieve the goals of the organisation. Empirical research, as presented in this paper, is important to generate insights into links between theory and practice in police management.

]]> 10.1504/IJSS.2011.045050 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 235 - 248 Petter Gottschalk BI Norwegian Business School, Nydalsveien 37, N-0442 Oslo, Norway leadership roles police management occupational culture survey research services standards Norway law enforcement performance organisational culture. 2012-01-22T23:20:50-05:00 7 3/4 235 248 2012-01-22T23:20:50-05:00 http://www.inderscience.com/link.php?id=45051 In this study, we investigate the impacts of information technology (IT) implementation in Ghanaian banks. A questionnaire was employed to collect data from employees of five major banks on the extent to which they believe that IT exerts an impact on banking services. The findings show that there is an association between IT usage for banks' operations and external benefits such as improved capacity utilisation, access to new technology, enhanced corporate social responsibility, diversification of strategy and extending firms' product lines. In addition, the responses showed that IT usage had significant internal benefits. The results of this study can serve as a standard for banks as they seek to improve their services through the implementation of several IT applications. Impacts of information technology implementation on banks' operations in Ghana
Samuel Famiyeh; Cecilia Twum-Barima
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 249 - 263
In this study, we investigate the impacts of information technology (IT) implementation in Ghanaian banks. A questionnaire was employed to collect data from employees of five major banks on the extent to which they believe that IT exerts an impact on banking services. The findings show that there is an association between IT usage for banks' operations and external benefits such as improved capacity utilisation, access to new technology, enhanced corporate social responsibility, diversification of strategy and extending firms' product lines. In addition, the responses showed that IT usage had significant internal benefits. The results of this study can serve as a standard for banks as they seek to improve their services through the implementation of several IT applications.

]]> 10.1504/IJSS.2011.045051 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 249 - 263 Samuel Famiyeh; Cecilia Twum-Barima GIMPA Business School, Ghana Institute of Management and Public Administration, P.O. Box AH 50, Achimota, Accra, Ghana ' P.O. Box MB131, Accra, Ghana IT implementation information technology computerisation bank technology standards developing countries banking services Ghana capacity utilisation new technology corporate social responsibility CSR strategy diversification banks product lines. 2012-01-22T23:20:50-05:00 7 3/4 249 263 2012-01-22T23:20:50-05:00 http://www.inderscience.com/link.php?id=45052 This research investigates how service quality of financial reporting changes with new accounting standards. In particular, the changes to earnings management (EM) due to the adoption of a new set of substantially International Financial Reporting Standards convergent accounting standards in a regulated market, the Peoples Republic of China (China), is examined for the period 2005-2008 with only firms mandated to adopt this new set of standards. The findings indicate that EM through accruals has decreased in China since 2007 under the new set of standards. Implications have immediate benefits for regulators, filers, information consumers, the accounting profession and other stakeholders. The impact of IFRS on earnings management: evidence from the People's Republic of China
Chunhui Liu; Grace O'Farrell
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 264 - 277
This research investigates how service quality of financial reporting changes with new accounting standards. In particular, the changes to earnings management (EM) due to the adoption of a new set of substantially International Financial Reporting Standards convergent accounting standards in a regulated market, the Peoples Republic of China (China), is examined for the period 2005-2008 with only firms mandated to adopt this new set of standards. The findings indicate that EM through accruals has decreased in China since 2007 under the new set of standards. Implications have immediate benefits for regulators, filers, information consumers, the accounting profession and other stakeholders.

]]> 10.1504/IJSS.2011.045052 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 264 - 277 Chunhui Liu; Grace O'Farrell Business and Administration, University of Winnipeg, 515 Portage Avenue, Winnipeg MB R3B 2E9, Canada ' Business and Administration, University of Winnipeg, 515 Portage Avenue, Winnipeg MB R3B 2E9, Canada services IAS International Accounting Standards EM earnings management accounting quality IFRS International Financial Reporting Standards IFRS adoption P.R. China research and development R& D discretionary accruals real earnings management accrual management. 2012-01-22T23:20:50-05:00 7 3/4 264 277 2012-01-22T23:20:50-05:00 http://www.inderscience.com/link.php?id=45053 This study extends the justice-trust-word-of-mouth (WOM) model to identify which forms of perceived justice of service recovery have a greater impact on the consumers' affective/cognitive trust and to identify which trust more significantly influences WOM behaviour. Data was collected through a self-reported questionnaire administered to 326 undergraduate students who had experienced service failure and service recovery within the previous three months. The results reveal that while interactional justice dominates influences on affective trust, distributive justice has more significant influence on cognitive trust. Consequently, affective trust is one of the more crucial determinants of WOM behaviour. The finding assists service marketers in creating effective service and standards in the process of service recovery. The influence of perceived justice of service recovery on affective and cognitive trust
Edward Shih-Tse Wang; Lily Shui-Lien Chen
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 278 - 290
This study extends the justice-trust-word-of-mouth (WOM) model to identify which forms of perceived justice of service recovery have a greater impact on the consumers' affective/cognitive trust and to identify which trust more significantly influences WOM behaviour. Data was collected through a self-reported questionnaire administered to 326 undergraduate students who had experienced service failure and service recovery within the previous three months. The results reveal that while interactional justice dominates influences on affective trust, distributive justice has more significant influence on cognitive trust. Consequently, affective trust is one of the more crucial determinants of WOM behaviour. The finding assists service marketers in creating effective service and standards in the process of service recovery.

]]> 10.1504/IJSS.2011.045053 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 278 - 290 Edward Shih-Tse Wang; Lily Shui-Lien Chen National Chung Hsing University, 250, Kuo Kuang Road, Taichung 40227, Taiwan ' Department of Management Sciences, Tamkang University, No. 151, Ying-Chuan Road, Tamsui, Taipei County 25137, Taiwan service recovery perceived justice affective trust cognitive trust WOM word of mouth services standards service failure marketing interactional justice distributive justice. 2012-01-22T23:20:50-05:00 7 3/4 278 290 2012-01-22T23:20:50-05:00 http://www.inderscience.com/link.php?id=45054 E-markets are more efficient than conventional markets because of better informed consumers, and trivial search and menu costs. Many studies have examined the reasons for price dispersion in retailer differentiated e-markets. This study takes a distinct approach and studies the relationships between the information tools generally available to consumers on e-retailers' websites and price dispersion over a period of time. Consumer reviews, their ratings and brand image are examined as the information sources. The analysis is based on six months retail data extracted from a major e-retailer in the USA. This study also explores the relationship between pricing strategy and the consumer comfort index reported weekly by Bloomberg. The implications for standards and evaluation metrics of e-retail websites are discussed. What is behind price dispersion in e-markets?
Punit Ahluwalia
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 291 - 309
E-markets are more efficient than conventional markets because of better informed consumers, and trivial search and menu costs. Many studies have examined the reasons for price dispersion in retailer differentiated e-markets. This study takes a distinct approach and studies the relationships between the information tools generally available to consumers on e-retailers' websites and price dispersion over a period of time. Consumer reviews, their ratings and brand image are examined as the information sources. The analysis is based on six months retail data extracted from a major e-retailer in the USA. This study also explores the relationship between pricing strategy and the consumer comfort index reported weekly by Bloomberg. The implications for standards and evaluation metrics of e-retail websites are discussed.

]]> 10.1504/IJSS.2011.045054 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 291 - 309 Punit Ahluwalia College of Business Administration, University of Texas-Pan American, 1201 West University Drive, Edinburg, TX 78539, USA e-markets electronic markets e-retailers electronic retailers e-tailing price dispersion website standards network externality information cascades retail websites consumer reviews consumer ratings brand image USA United States pricing strategy consumer comfort index. 2012-01-22T23:20:50-05:00 7 3/4 291 309 2012-01-22T23:20:50-05:00 http://www.inderscience.com/link.php?id=45055 Fraud is a growing problem in the banking industry. New legislative requirements have highlighted biometric technology as a reliable secondary means of authentication. This study is a review of literature on biometrics with a focus on feasible alternatives and implementation issues in the banking industry. The literature indicates that techniques like retinal scanning show promise. However, standards are needed in the following areas: (1) allowable degree of invasiveness, (2) desired ease of use, (3) use of biometric data and (4) security of biometric data templates. It is difficult to quantify savings from implemented systems. Therefore, top management should be involved in adoption decisions. The problem of fraud in the banking industry: Are biometrics the answer?
Peter D. DeVries
International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 310 - 327
Fraud is a growing problem in the banking industry. New legislative requirements have highlighted biometric technology as a reliable secondary means of authentication. This study is a review of literature on biometrics with a focus on feasible alternatives and implementation issues in the banking industry. The literature indicates that techniques like retinal scanning show promise. However, standards are needed in the following areas: (1) allowable degree of invasiveness, (2) desired ease of use, (3) use of biometric data and (4) security of biometric data templates. It is difficult to quantify savings from implemented systems. Therefore, top management should be involved in adoption decisions.

]]> 10.1504/IJSS.2011.045055 International Journal of Services and Standards, Vol. 7, No. 3/4 (2011) pp. 310 - 327 Peter D. DeVries Department of Finance, Accounting, and CIS, University of Houston Downtown, Houston, TX 77002, USA banking fraud biometrics identity theft technology crime bank services biometric standards authentication retinal scanning security banks. 2012-01-22T23:20:50-05:00 7 3/4 310 327 2012-01-22T23:20:50-05:00