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Journal of Service Science and Management ISSN: 1940-9893 (Print), 1940-9907(Online) Vol.2, No.4, December 2009 Journal of Service Science and Management Chief Editor: Samuel Mendlinger www.scirp.org/journal/jssm Journal Editorial Board ISSN: 1940-9893 (Print), 1940-9907(Online) Hhttp://www.scirp.org/journal/jssm Editor-in-Chief Prof. Samuel Mendlinger Boston University, USA Editorial Board (According to Alphabet) Dr. Sónia Bentes Institute of Accounting and Management of Lisbon, Portugal Dr. Hengjin Cai Wuhan University, China Dr. Chia-Fen Chi National Taiwan University of Science & Technology, Taiwan, China Dr. Tsan-Ming Choi Hong Kong Polytechnic University, Hong Kong, China Dr. Yong Deng Shanghai Jiao Tong University, China Dr. Jerry Fjermestad New Jersey Institute of Technology, USA Dr. Leung Kit-nam Francis City University of Hong Kong, Hong Kong, China Dr. Javier Sánchez García Universitat Jaume I, Spain Dr. Dai-Ping Hu Shanghai Jiao Tong University , China Dr. Guang-Wei Hu Nanjing University, China Dr. Jongsu Lee Seoul National University, Korea Dr. Patrick L. Leoni University of Southern Denmark, Denmark Dr. Patrick C. H. Ma Hong Kong Polytechnic University, Hong Kong, China Dr. Mehron Sepehri Sharif University of Technology, Iran Dr. Chun-Shan Shen Chinese Academy of Sciences, China Dr. Kan-Liang Wang Xi'an Jiao Tong University, China Dr. Shu-Liang Wang Wuhan University, China Dr. Xu-Song Xu Wuhan University, China Dr. Fengqi You Carnegie Mellon University, USA Dr. Tingsheng Zhao Huazhong University of Science and Technology, China Dr. Hong-Ping Zhu Huazhong University of Science and Technology, China Editorial Assistant Xiao-Qian Qi Scientific Research Publishing, USA Guest Reviewers (According to Alphabet) Stephan Aier Anders Henten Masanori Ono Marco Bertoni Junfeng Jiang Bo van der Rhee Paolo Boccardelli Daniel Klapper Alberto Sánchez Ruay-Shiung Chang Stefan Lessmann Olaf Schneider Sohail Chaudhry Kin Fun Li Dimitri Schuurman Arvind Chel Kunpeng Li Alessandra Vecchi Gang Chen Chung-Chu Liu Robert Winter Shin-Guang Chen Steven Lynden Meilong Xie Pi-Yu Chen Charles Møller Jie Zhang Charlotte Christiansen Masoud Zare Naghadehi Torsten J. Gerpott Ulf Nielsson J. Service Science & Management, 2009, 2 Published Online December 2009 in SciRes (www.SciRP.org/journal/jssm) CONTENTS Volume 2 Number 4 December 2009 Culture and Organizational Improvisation in UK Financial Services S. A. Leybourne……………………………………………………………………………………237 Service System Decoupling for Mass Customization: A Case Study in Catering Services J. Chen & Y. H. Hao…………………………………………………………………………………255 Periodicity of Cycle Time in a U-Shaped Production Line with Heterogeneous Workers under Carousel Allocation M. Hiraiwa & K. Nakade………………………………………………………………………………265 The Exploration of Implementation of Emissions Trading System in China M. Hu…………………………………………………………………………………………………270 The Research on the Appraisal of Market Opportunity Based on AHP D. H. Yang, Y. J. Tan & Y. B. Sun……………………………………………………………………276 Dalian High-Tech SMEs Growth Evaluation Based on Catastrophe and Principal Component Projection Method L. Li, P. F. Zhou & Z. H. Li……………………………………………………………………………282 How to React to the Subprime Crisis? - The Impact of an Interest Rate Freeze on Residential Mortgage Backed J. Hein & T. Weber……………………………………………………………………………………289 Flight Attendants’ Emotional Labor and Exhaustion in the Taiwanese Airline Industry C.-P. Chang & J.-M. Chiu………………………………………………………………………………305 Towards a More Business-Oriented Definition of Corporate Social Responsibility: Discussing the Core Controversies of a Well-Established Concept M. S. Fifka………………………………………………………………………………………………312 Copyright © 2009 SciRes JSSM J. Service Science & Management, 2009, 2 Published Online December 2009 in SciRes (www.SciRP.org/journal/jssm) Combining Personal Ontology and Collaborative Filtering to Design a Document Recommendation System D.-N. Chen & Y.-C. Chiang……………………………………………………………………………322 The Dynamic Multi-Task Supply Chain Principal-Agent Analysis S. L. Li, C. H. Wang & D. L. Zhu………………………………………………………………………329 Narrating National Geo Information Infrastructures: Balancing Infrastructure and Innovation H. Koerten & M. Veenswijk……………………………………………………………………………334 The Transmission of Pricing Information of Dually-Listed between Hong Kong and New York Stock Exchange S. F. Li & S. Chen………………………………………………………………………………………348 Problems Facing Small and Medium Size Contractors in Swaziland W. D. Thwala & M. Mvubu……………………………………………………………………………353 A Projection Clustering Technique Based on Projection X. Y. Liu, X. J. Xie & W. P. Wang……………………………………………………………………362 Revenue and Duration of Oral Auction J. M. Shi & A.-C. Chang………………………………………………………………………………368 Informal Financing of Small – Medium Enterprise Sector: The Case of Greece P. Petrakis & K. Eleftheriou………………………………………………………………………………378 Knowledge Innovative Organization: The Effect of Constant Organization Renewal A. S. M. Sohel-Uz-Zaman & U. Anjalin………………………………………………………………384 Study on Option Price Model of the Transaction of Information Commodities C. P. Hu & X. J. Qi……………………………………………………………………………………394 A Personalized Recommendation Algorithm Based on Associative Sets G. R. Jiang, H. Qing & T. Y. Huang……………………………………………………………………400 Gender Differences in Satisfaction with the Type of Work University Employees Do: Evidence from the University of Botswana T. T. Fako, S. R. T. Moeng & N. Forcheh………………………………………………………………404 Copyright © 2009 SciRes JSSM J. Service Science & Management, 2009, 2 Published Online December 2009 in SciRes (www.SciRP.org/journal/jssm) A Study of the Joint Advertising Channels M. Lei, S. G. Sun & D. Yang……………………………………………………………………………418 Grey Incidence Relation Analysis and Granger Causality Tests of the Income Level and Economic Growth – Case Study on Gansu Province, China B. Xue, X. P. Chen, W. W. Zhang, J. Wang, X. J. Guo & Y. Geng……………………………………427 The Development of Services in Customer Relationship Management (CRM) Environment from ‘Technology’ Perspective G. K. Agrawal & D. Berg………………………………………………………………………………432 Copyright © 2009 SciRes JSSM Journal of Service Science and Management (JSSM) SUBSCRIPTIONS The Journal of Service Science and Management (Online at Scientific Research Publishing, www.SciRP.org) is published quarterly by Scientific Research Publishing, Inc., USA. E-mail: [email protected] Subscription rates: Volume 2 2009 Print: $50 per copy. Electronic: freely available on www.SciRP.org. To subscribe, please contact Journals Subscriptions Department, E-mail: [email protected] Sample copies: If you are interested in subscribing, you may obtain a free sample copy by contacting Scientific Research Publishing, Inc. at the above address. SERVICES Advertisements Advertisement Sales Department, E-mail: [email protected] Reprints (minimum quantity 100 copies) Reprints Co-ordinator, Scientific Research Publishing, Inc., USA. E-mail: [email protected] COPYRIGHT Copyright© 2009 Scientific Research Publishing, Inc. All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as described below, without the permission in writing of the Publisher. Copying of articles is not permitted except for personal and internal use, to the extent permitted by national copyright law, or under the terms of a license issued by the national Reproduction Rights Organization. Requests for permission for other kinds of copying, such as copying for general distribution, for advertising or promotional purposes, for creating new collective works or for resale, and other enquiries should be addressed to the Publisher. Statements and opinions expressed in the articles and communications are those of the individual contributors and not the statements and opinion of Scientific Research Publishing, Inc. We assume no responsibility or liability for any damage or injury to persons or property arising out of the use of any materials, instructions, methods or ideas contained herein. We expressly disclaim any implied warranties of merchantability or fitness for a particular purpose. If expert assistance is required, the services of a competent professional person should be sought. PRODUCTION INFORMATION For manuscripts that have been accepted for publication, please contact: E-mail: [email protected] J. Service Science & Management, 2009, 2: 237-254 237 doi:10.4236/jssm.2009.24029 Published Online December 2009 (www.SciRP.org/journal/jssm) Culture and Organizational Improvisation in UK Financial Services Stephen A. Leybourne Boston University, Boston, USA. Email: [email protected] Received August 21, 2009; revised October 6, 2009; accepted November 10, 2009. ABSTRACT This paper considers certain aspects of a four-year program of research, and addresses the changing cultural require- ments to support the rise of improvisational working practices within the UK financial services sector. Specifically, it reports on some of the outcomes of a study encompassing over 100 hours of interviews, together with a variety of other primary and secondary data. The outcomes of the full study are documented elsewhere, and they identify a number of key factors that contribute to the successful use and control of improvisational working practices. One of these factors is a supportive organizational culture, and this specific area is dealt with in this paper. A particular focus is how the sample of organizations has attempted to identify and create supportive cultural conditions for improvisational
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