Boards of directors in New Zealand: What do they reveal about governance?
- Authors: Wells, Philippa , Mueller, Jens
- Date: 2014
- Type: Text , Journal article
- Relation: International Journal of Business and Globalisation Vol. 12, no. 3 (2014), p. 334-357
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- Description: The debate around corporate governance has been particularly vigorous in this part of the 21st century. Theoretical frameworks have been tested by spectacular corporate failures that also raise questions as to the effectiveness of different approaches. Empirical, contextually-based research into how governance theory informs practice assists in understanding these questions. This paper explores findings from empirical research conducted into the make-up of boards of directors in New Zealand, an export focused economy dominated by small and medium-sized enterprises. These findings are revealing in demonstrating that despite the challenges faced by the New Zealand industry in a volatile global environment, the skill-sets and other characteristics present in, and sought from, directors appear to be both narrow and traditional. However, there is also evidence to suggest shifting expectations and requirements are to some extent and will continue to propel change in both boards and in contributions expected of individual directors.
Co-morbid depression and chronic illness related to coping and physical and mental health status
- Authors: Di Benedetto, Mirella , Lindner, Helen , Aucote, Helen , Churcher, Jacqui , McKenzie, Stephen , Croning, Natalie , Jenkins, Erin
- Date: 2014
- Type: Text , Journal article
- Relation: Psychology, Health and Medicine Vol. 19, no. 3 (May 2014 2014), p. 253-262
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- Description: A partial latent structural regression analysis was used to evaluate the role of coping resources, depression, diet and exercise on mental and physical health status. The sample consisted of 113 participants (59 females and 54 males) with a mean age of 59.38 years (SD = 10.52). Coping resources, depression and exercise explained 52 and 26% of the variance in mental and physical health status, respectively. Fewer coping resources predicted higher levels of depression and both predicted worse mental health. Only higher levels of depression predicted worse physical health status. There were also significant indirect effects of coping on mental and physical health status through depression. The development of cognitive, social and emotional coping strategies is important for managing depression and supporting positive mental health. These results highlight the important role of health psychologists in the care of individuals with chronic illness. Additionally, the management of depression is important in maintaining positive physical health.
Confirmatory factor analysis, latent profile analysis, and factor mixture modeling of the syndromes of the child behavior checklist and teacher report form
- Authors: Gomez, Rapson , Vance, Alasdair
- Date: 2014
- Type: Text , Journal article
- Relation: Psychological Assessment Vol. 26, no. 4 (2014), p. 1307-1316
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- Description: The current study used confirmatory factor analysis (CFA), latent profile analysis (LPA), and factor mixture modeling (FMM) to examine the co-occurrence of the childhood syndromes using the Child Behavior Checklist (CBCL) and Teacher Report Form (TRF). Parents and teachers completed the CBCL and TRF, respectively, for a clinic-referred sample of 720 children, ages 7-12 years. For the CBCL, the analyses indicated most support a 2-class 2-factor FMM, and for the TRF, there was most support for a 2-class 3-factor model. The classes were all syndromes at average levels and all syndromes at high levels. The findings indicate high syndrome co-occurrence. The implications of the findings for understanding syndrome co-occurrence in the CBCL and TRF, theories of syndrome co-occurrence, and the clinical use of the CBCL and TRF are discussed.
Correlated trait-correlated method minus one analysis of the convergent and discriminant validities of the strengths and difficulties questionnaire
- Authors: Gomez, Rapson
- Date: 2014
- Type: Text , Journal article
- Relation: Assessment Vol. 21, no. 3 (2014), p. 372-382
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- Description: This study used the correlated trait-correlated method minus one model to examine the convergent and discriminant validity of the scales of the Strengths and Difficulties Questionnaire (SDQ). The SDQ scales are emotional symptoms (ES), conduct problems (CP), hyperactivity (HY), peer problems (PP), and prosocial behaviors (PS). A total of 202 adolescents provided self-ratings and were also rated by their mothers and teachers. The findings indicated support for convergent validity for all five SDQ scales for all three respondents. Generally there was more convergence between mother-adolescent ratings than mother-teacher and adolescent-teacher ratings, especially for ES and PP. There was support for the discriminant validity between the traits in all scales, except between CP and HY. The findings are discussed in relation to the construct validity and clinical use of the SDQ.
Depression anxiety stress scales-21 : Measurement and structural invariance across ratings of men and women
- Authors: Gomez, Rapson , Summers, Mathew , Summers, Avril , Wolf, Anna , Summers, Jeff
- Date: 2014
- Type: Text , Journal article
- Relation: Assessment Vol. 21, no. 4 (2014), p. 418-426
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- Description: The current study examined the measurement and structural invariance of the Depression Anxiety Stress Scales-21 (DASS-21) across ratings provided by men (N = 227) and women (N = 460). Multiple-group confirmatory factor analysis (CFA) supported full metric invariance and intercepts invariance for 20 of the 21 items. Invariance for all item intercepts was supported by multiple indicators multiple causes (MIMIC) procedure that controlled for the effects of age. Multiple-group CFA supported invariance for all factor variances and covariances. This procedure and the MIMIC analyses found equivalency for all latent mean scores. These findings indicate good support for measurement and structural invariance of the DASS-21 rating across men and women. The psychometric and practical implications of the findings are discussed.
Green marketing the Chinese way: Insights from a medium-sized high-tech daily chemical firm
- Authors: Song-Turner, Helen , Courvisanos, Jerry , Zeegers, Margaret
- Date: 2014
- Type: Text , Journal article
- Relation: Journal of Asia-Pacific Business Vol. 15, no. 2 (2014), p. 164-192
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- Description: Research on green marketing in China is still underdeveloped. The purpose of this article is to present findings on perception, motivation, and marketing practices of a “daily chemical” firm in China that has successfully adopted a green sustainable business approach. Establishing characteristics of firms that instigate green initiatives, it provides a unique conceptual framework for this study. Findings have confirmed much of the literature on green marketing, while making visible specific categories that challenge some previously-held assumptions within the literature. It provides new insights to green marketing in contexts that are not immediately conductive to green sustainable principle.
Innovation economics and the role of the innovative entrepreneur in economic theory
- Authors: Courvisanos, Jerry , Mackenzie, Stuart
- Date: 2014
- Type: Text , Journal article
- Relation: Journal of Innovation Economics and Management Vol. 2, no. 14 (2014), p. 41-61
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- Description: Innovation has become a widely used, but ill-defined, everyday term in the 21st century. Firms are urged to be innovative to gain or sustain a ‘competitive edge’; consultants advertise their strategic advice as the essence of innovation; the survival of local organisations depends on the capacity building that comes from innovation; schools are exalted to have innovation in their curriculum; and universities promote themselves as leaders in innovation. Likewise, the term entrepreneur, used to describe the human agency behind innovation, is equally ill-defined in everyday use. Entrepreneurs’ value to society varies widely from positive to negative depending on the emphasis of journalists, academics, businesspersons, unionists, right-wing think tanks and left-wing activists. Such imprecise definition is, however, undesirable in academic discourse and the focus of this paper is the shifting role of the innovative entrepreneur in economic theory and some of the reasons for this dynamic. In this paper, innovation economics is defined as a body of economic theory that contends a priori that economic development is the result of appropriated knowledge, innovation and entrepreneurship operating within an institutional environment of systems of innovation. This distinguishes innovation economics from other branches of economics, including mainstream neoclassical theory, which views capital accumulation as the primary driver of economic development, chiefly in the form of economic growth. In the innovation economics paradigm, the socio-economic world functions as an open and complex system, exhibiting tendencies to adaptation. This isin contrast to neoclassical economics that regards the economy as a closed system exhibiting tendencies to mechanical equilibrium. A history of economic thought perspective is adopted in this paper to first trace out the rise of the innovative entrepreneur in early theories of political economy, to in effect create a nascent innovation economics. Then, the disappearance of innovation economics is facilitated by the infanticide of the innovative entrepreneur at the hands of neoclassical theory. In the first half of the 20th century, the history of economic thought marked the resurrection of the entrepreneur as an innovating agent by Joseph Schumpeter and then the nurturing of this agent in economic theory by Micha
Promoting CSR to foster sustainable development: Attitudes and perceptions of managers in a developing country
- Authors: Moyeen, Abdul , West, Brian
- Date: 2014
- Type: Text , Journal article
- Relation: Asia-Pacific Journal of Business Administration. Vol. 6, no. 2 (2014), p. 97-115
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- Description: Purpose – The purpose of this paper is to explore the attitudes and perceptions of senior managers in Bangladesh with regard to corporate social responsibility (CSR), focusing on the impact of CSR promotional programmes in fostering an affirmative view of sustainable development. This issue has special significance in a country that is one of the fastest growing economies in south Asia and also particularly vulnerable to the effects of climate change. Design/methodology/approach – Data were collected through semi-structured interviews with a diverse group of 32 managers of large enterprises operating in a variety of industries. Findings – The positive attitudes observed suggest that various programmes adopted to promote CSR have had some effect. However, sustainable development and environmental issues tend to remain on the periphery of managers’ understandings and perceptions of CSR. Research limitations/implications – This study aids understanding of how business managers may respond to CSR promotional campaigns. Further studies in other comparable countries, and in other settings where CSR is poorly established, are encouraged in order to provide more comprehensive insights and overcome the limited sample size of the current study. Practical implications – While insights to how the managers of local enterprises can be persuaded to become more effectively engaged in CSR are provided, a need to foster a more comprehensive notion of CSR is also identified. Originality/value – As well as contributing to redressing the strong bias towards developed country settings in CSR research, this research is novel in exploring how CSR promotional efforts may influence the attitudes and perceptions of managers.
Spatial convenience : Bridging the gap between shopping malls and shopping strips
- Authors: Reimers, Vaughan , Clulow, Val
- Date: 2014
- Type: Text , Journal article
- Relation: International Journal of Retail and Distribution Management Vol. 42, no. 10 (2014), p. 864-883
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- Description: Purpose - Due to rising obesity levels, declining fitness levels, an aging population, and shopper lethargy, retail planners must give serious consideration to the physical demands retail centres place on their patrons. The purpose of this paper is to determine the importance consumers assign to spatial convenience, measure how consumers perceive shopping malls and shopping strips (also referred to as the downtown area, central business district, Main Street or the High Street) in relation to it, and compare them in their provision of it. Design/methodology/approach-The study utilises a household survey of consumers and as well as a retail audit. The survey was used to identify the importance consumers assign to spatial convenience, while the retail audit was used to establish how malls and strips compare in their provision of it. Findings-The results of the survey indicate that consumers regard spatial convenience as important and believe that malls are superior in providing it. The retail audit confirmed the accuracy of these perceptions, with the mall providing greater store compatibility, and a more compact shopping environment. Originality/value-The influence of spatial convenience on shopping behaviour has been largely overlooked at the level of the retail centre. Moreover, those studies that have focused on this topic, have typically done so from the singular focus of either malls or strips. This study incorporates both, and does so via an empirical analysis of consumer attitudes and a spatial comparison of both retail formats. © Emerald Group Publishing Limited.
Corporate social disclosures in the knowledge-based sector in an emerging economy
- Authors: Joshi, Mahesh , Sidhu, Jasvinder , Kansal, Monika
- Date: 2013
- Type: Text , Journal article
- Relation: Corporate Ownership and Control Vol. 10, no. 3 CONT2 (2013), p. 237-249
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- Description: The purpose of this paper is to examine corporate social responsibility (CSR) reporting by the BSE TECk Sector in the developing economy of India. Using content analysis, this study analyses the disclosures of corporate social responsibility elements by the BSE TECk Sector in the annual reports. CSR disclosures are analysed in context of sources, nature and the item of information.The findings of the study advice that all the companies in the BSE TECk index disclose social issues in their annual reports. Human resources related issues have found greater attention in annual report of the sample companies and less attention has been provided to ethical issues. The study highlights that it is important for the corporate sector to disclose CSR related matters as part of their overall corporate and business performance reporting model. The paper also provides some practical implications about reporting of socially responsible activities for knowledge based companies.
Development of an online intervention for bipolar disorder. www.moodswings.net.au
- Authors: Lauder, Sue , Chester, Andrea , Castle, David , Dodd, Seetal , Berk, Lesley , Klein, Britt , Austin, David , Gilbert, Monica , Chamberlain, James , Murray, Greg , White, Carolynne , Piterman, Leon , Berk, Michael
- Date: 2013
- Type: Text , Journal article
- Relation: Psychology, Health and Medicine Vol. 18, no. 2 (2013), p. 155-165
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- Description: We describe the development process and completed structure, of a self-help online intervention for bipolar disorder, known as MoodSwings (www.moodswings.net.au). The MoodSwings program was adapted as an Internet intervention from an efficacious and validated face-to-face, group-based psychosocial intervention. The adaptation was created by a psychologist, who had previously been involved with the validation of the face-to-face program, in collaboration with website designers. The project was conducted under the supervision of a team of clinician researchers. The website is available at no cost to registered participants. Self-help modules are accessed sequentially. Other features include a mood diary and a moderated discussion board. There has been an average of 1,475,135 hits on the site annually (2008 and 2009), with some 7400 unique visitors each year. A randomised controlled trial based on this program has been completed. Many people with bipolar disorder are accepting of the Internet as a source of treatment and, once engaged, show acceptable retention rates. The Internet appears to be a viable means of delivering psychosocial self-help strategies. © 2013 Copyright Taylor and Francis Group, LLC.
Douglas Copland's battle with the younger Brethren of economists
- Authors: Millmow, Alex
- Date: 2013
- Type: Text , Journal article
- Relation: Australian Economic History Review Vol. 53, no. 2 (2013), p. 187-209
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- Description: This article discusses the problematic relationship between Douglas Copland and the new generation of post-war Australian economists. Copland felt that their view of economic policy was contrary to Australia's best interests. The critique and feud was to last right up till Copland's retirement. The article shows how Copland's views differed from those of inside economists and therefore the official policy line. Australian Economic History Review © 2013 Wiley Publishing Asia Pty Ltd and the Economic History Society of Australia and New Zealand.
- Description: 2003011224
Top university managers and affirmative action
- Authors: Carvalho, Teresa , Machado-Taylor, Maria , White, Kate
- Date: 2013
- Type: Text , Journal article
- Relation: Equity, diversity and inclusion: An International Journal Vol. 32, no. 4 (2013), p. 394-409
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- Description: Purpose – The purpose of this paper is to analyse if the existence of equal opportunity legislative frameworks and affirmative action programs make any difference to the way senior managers perceive the role of top university managers in influencing women's position in their institutions. A comparative study was therefore undertaken between a country with traditions in implementing AA in universities – Australia – and another which has no tradition in this domain – Portugal. Design/methodology/approach – A qualitative methodology was chosen to collect and analyse data. A total of 44 interviews with male and female university senior managers – 21 in Australia and 23 in Portugal – were conducted by the principal researcher in each country. Findings – When describing the role of top managers, gender equality was not often mentioned, suggesting that it may not be a topic on the current institutional political agenda either in Australia or in Portugal. When specifically asked about gender, respondents considered that Rectors and VCs in the two countries took opposite positions with Australian VCs being more aware of their role in improving gender equality. The study therefore concluded that the existence of equal opportunities frameworks and AA policies may have an influence in increasing top managers’ awareness of their roles in improving women's representation in management teams. Research limitations/implications – The research was restricted to public universities. In Portugal the system is more diverse and comparing HE with private and polytechnic institutions could provide important insights about senior managers’ roles in relation to improving women's position in HE. More in‐depth qualitative studies are needed, to obtain top managers’ perceptions of the variables that impact on their views and attitudes to women in senior management. Practical implications – This study provides new and innovative contributions to knowledge about the perceptions of senior managers of their top managers and their roles in eliminating gender discrimination and the influence of affirmative action in HE in these perceptions
Top university managers and affirmative action
- Authors: Carvalho, Teresa , White, Kate , Machado-Taylor, Maria
- Date: 2013
- Type: Text , Journal article
- Relation: Equality, Diversity and Inclusion Vol. 32, no. 4 (2013), p. 394-409
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- Description: Purpose - The purpose of this paper is to analyse if the existence of equal opportunity legislative frameworks and affirmative action programs make any difference to the way senior managers perceive the role of top university managers in influencing women's position in their institutions. A comparative study was therefore undertaken between a country with traditions in implementing AA in universities - Australia - and another which has no tradition in this domain - Portugal. Design/methodology/approach - A qualitative methodology was chosen to collect and analyse data. A total of 44 interviews with male and female university senior managers - 21 in Australia and 23 in Portugal - were conducted by the principal researcher in each country. Findings - When describing the role of top managers, gender equality was not often mentioned, suggesting that it may not be a topic on the current institutional political agenda either in Australia or in Portugal. When specifically asked about gender, respondents considered that Rectors and VCs in the two countries took opposite positions with Australian VCs being more aware of their role in improving gender equality. The study therefore concluded that the existence of equal opportunities frameworks and AA policies may have an influence in increasing top managers' awareness of their roles in improving women's representation in management teams. Research limitations/implications - The research was restricted to public universities. In Portugal the system is more diverse and comparing HE with private and polytechnic institutions could provide important insights about senior managers' roles in relation to improving women's position in HE. More in-depth qualitative studies are needed, to obtain top managers' perceptions of the variables that impact on their views and attitudes to women in senior management. Practical implications - This study provides new and innovative contributions to knowledge about the perceptions of senior managers of their top managers and their roles in eliminating gender discrimination and the influence of affirmative action in HE in these perceptions. Originality/value - This paper contributes to the discussion on the advantages and disadvantages of using affirmative action programmes by analyzing a dimension which has not been explored - its impact on senior managers' perceptions of their role in promoting gender equality in HEIs.
Traditional ecological knowledge in nontraditional communities: a case study in Jiuzhaigou National Park
- Authors: Wright, Wendy , Wang, Yan , Tang, Ya
- Date: 2013
- Type: Text , Journal article
- Relation: Journal of Park and Recreation Administration Vol. 31, no. 3 (2013), p. 77-95
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- Description: Traditional ecological knowledge (TEK) is increasingly recognised as a useful if not imperative source of information for successful and sustainable management of natural resources and protected areas. Such knowledge is often held by local and indigenous people and is at risk where communities are no longer actively connected with the environment in their daily lives. Jiuzhaigou National Park (JNP) is located in the Aba Tibetan and Qiang Autonomous Prefecture in Northern Sichuan Province in south western China. Prior to the establishment of the park, nine Tibetan villages were located in the area and indigenous Tibetan communities still exist within the park. Members of these communities are now largely dependent on park gate fees and other tourism-related activities for their livelihoods so that, for most members of the community, TEK is no longer applied on a daily basis. This research uses a qualitative approach to investigate whether TEK is held by local people who live and work in JNP. Despite rapid social and economic change, evidence of TEK in the form of location specific knowledge and knowledge of environmental linkages was documented during this preliminary study. Older residents within JNP still hold a great deal of knowledge about past and current distributions of plants and animals, as well as traditional and alternative land management approaches, however this study found little evidence of local capacity building and power sharing based upon this knowledge. Park staff also hold substantial place-based ecological knowledge even though few have a formal education in natural resource management or ecology. In addition, staff and residents have significant insights into emerging natural resource management issues both within and outside the park boundaries. A management approach that better integrates local knowledge, including traditional knowledge of ecosystem management is advocated for JNP. ism). ABSTRACT FROM AUTHOR
Triumphant, troubled, then terminal: an examination of the Cain and Kirner decade 30 years on
- Authors: Harkness, Alistair
- Date: 2013
- Type: Text , Journal article
- Relation: Labour History (Australia) Vol. 105, no. (2013), p. 27-46
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- Description: More than 30 years have elapsed since the election of the Cain Labor government in Victoria in April 1982 and, given that only limited academic literature exists on this period of governance in Australia's second most populous state, it is worth examining in detail the Cain and Kirner Labor governments. This article sets this period in the context of the longer political history of Victoria, provides analysis of Labor's rise from electoral inconsequence to government, and charts the course of Labor's decade in office until it ended unceremoniously in October 1992. The article argues that, in contrast to the Hawke and Keating federal governments, Labor in Victoria largely eschewed neoliberalism and pursued a more traditional social democratic agenda. This program proved fruitful until "the recession we had to have" severely impacted on the local economy in 1990-91 and led to the landslide defeat of 1992.
Workplace Guanxi: Its dispositional antecedents and mediating role in the affectivity-job satisfaction relationship
- Authors: Zhai, Qingguo , Lindorff, Margaret , Cooper, Brian
- Date: 2013
- Type: Text , Journal article
- Relation: Journal of Business Ethics Vol. 117, no. 3 (2013), p. 541-551
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- Description: This paper examines dispositional sources of workplace guanxi and the mediating role of workplace guanxi on the affectivity and job satisfaction relationship. Data were collected from 808 respondents in multiple industries in a city in China's northeast. The study found that both positive affectivity and negative affectivity have an effect on supervisor-subordinate guanxi and co-worker guanxi, which supports the proposition that workplace guanxi has a dispositional source. Supervisor-subordinate guanxi has a positive relationship with job satisfaction, although co-worker guanxi is not significantly related to job satisfaction. The research also found a mediating role of supervisor-subordinate guanxi on the affectivity and job satisfaction relationship, which suggests that supervisor-subordinate guanxi can extend the influence of affectivity to job satisfaction. Taken together, these results suggest that in a high power distance country such as China, supervisor-subordinate guanxi plays a more important role than co-worker guanxi in influencing job satisfaction. Theoretically, this study suggests the as yet unexplored possibility of dispositional antecedents of workplace guanxi and the role of workplace guanxi on the relationship between dispositions and workplace attitudes such as job satisfaction. © 2012 Springer Science+Business Media Dordrecht.
- Description: C1
A cross-cultural study in the UK and Australia of pay expectations and entitlements : A case of vanishing differences?
- Authors: Davidson, Marilyn , Wood, Glenice , Harvey, Jack
- Date: 2012
- Type: Text , Journal article
- Relation: Gender in Management Vol. 27, no. 3 (2012), p. 165-185
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- Description: Purpose: Previous US research has consistently revealed females reporting lower pay expectations and entitlements compared to their male counterparts. The purpose of this paper is to investigate whether these gender differences still exist, specifically in British and Australian business students, or whether there has been a generation shift in attitudes. Design/methodology/approach: Quantitative data were analysed from 481 (252 females and 229 males) university students, on their responses to what they "expected" to earn five years after graduation and what they thought they "deserved" to earn. Students from two British universities (n=285) and two Australian universities (n=196) participated. Findings: Results revealed that the presence of very high values (outliers) reported by a small proportion of male respondents led to apparent gender differences in perceived entitlement (deserved salary). However, appropriately modified analyses showed no significant gender differences in expected salary, deserved salary or salary difference. Differences were observed between countries; in the UK expectations and views on deserved salary were higher than those expressed in Australia. In addition, in both countries' students from higher ranking universities expected higher salaries and believed they deserved a higher salary. Research limitations/implications: The sample is restricted to University business students and may not generalise to other groups. Practical implications: Implications of these findings reflect on gender pay inequities, along with methodological issues for future research. Originality/value: This paper challenges the long-held view that, in general, males have more positive expectations of their future salaries than females. While this has been reported in the past, the paper illustrates that in a contemporary sample across two countries, the great majority of male and female students had very similar expectations for their future salary. The paper proposes some explanations that may account for this phenomenon. The only clear gender difference observed was the presence of a small proportion of males with extremely high salary expectations; the paper highlights the necessity for appropriate statistical analysis of such highly skewed data. © Emerald Group Publishing Limited.
Children's depression inventory: Invariance across children and adolescents with and without depressive disorders
- Authors: Gomez, Rapson , Vance, Alasdair , Gomez, Andre
- Date: 2012
- Type: Text , Journal article
- Relation: Psychological Assessment Vol. 24, no. 1 (2012), p. 1-10
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- Description: In the study, the authors examined the measurement (configural, factor loadings, thresholds, and error variances) and structural (factor variances, covariances, and mean scores) invariance of the Children's Depression Inventory (CDI; Kovacs, 1992) across ratings provided by clinic-referred children and adolescents with (N = 383) and without (N = 412) depressive disorders. Multiple-group confirmatory factor analysis of the Craighead, Smucker, Craighead, and Ilardi (1998) CDI model supported full measurement invariance and invariance for structural variances and covariances. Invariance for thresholds was also supported by multiple indicators multiple causes (MIMIC) procedures that controlled for the effects of age; sex; and the presence or absence of anxiety disorders, attention-deficit/hyperactivity disorder, and oppositional defiant/conduct disorders. The MIMIC analyses showed that for latent mean scores, the group with depressive disorders had higher scores, with at least medium effect sizes, for Self-Deprecation and Biological Dysregulation. The theoretical, psychometric, and clinical implications of the findings are discussed. © 2011 American Psychological Association.
E-Service quality: An Empirical investigation
- Authors: Poon, Wai-Ching , Lee, Christina
- Date: 2012
- Type: Text , Journal article
- Relation: Journal of Asia-Pacific Business Vol. 13, no. 3 (2012), p. 229-262
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- Description: This study examines seven dimensions pertinent to e-service quality using 225 respondents conducted in Klang Valley. Results reveal that the efficiency of e-service quality mainly depends on the consumer's perception of the efficiency (which offers speedy and reliable responses) and trustworthiness of the e-service provider (which offers assurance of protection, security of the users' identity and personal information), and is not reliant on offers of convenience and personalization. Other than formulating policies and operating procedures based on customer needs, Websites should be well organized with succinct up-to-date, in-depth information and instruction because these are physical evidence of efficiency and trustworthiness. © 2012 Copyright Taylor and Francis Group, LLC.