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 measures. Originality/value-The findings suggest that the relationship between corporate reputation and profitability may reside in reputation's influence on customer loyalty, and that reputation plays an important role within the ACSM. This study is one of the first documented attempts to use PLS to test a mediation effect.

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, cooperation 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.

In recent years, there has been a growing pressure on business schools to make their research more useful to practitioners. Consequently, the AASCB International dedicated an entire report to the subject. In order to assess the relevance of knowledge management/intellectual capital (KM/IC) research, 12 semi‐structured interviews were undertaken with KM/IC professionals. Based on the findings, a framework was constructed and eight implications were suggested. Overall, this study is the first documented attempt to empirically investigate the issue of relevance of KM/IC academic output. Copyright © 2008 John Wiley & Sons, Ltd.

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The overall goal of this study is to explain how information literacy instruction (ILI) influences the adoption of online library resources (OLR) by business students. A theoretical model was developed that integrates research on ILI outcomes and technology adoption. To test this model, a web‐based survey, which included both closed and open‐ended questions, was administered to 337 business students. Findings indicate that the ILI received by students is beneficial in the initial or early stages of OLR use; however, students quickly reach a saturation point where more instruction contributes little, if anything, to the final outcome, such as reduced OLR anxiety and increased OLR self‐efficacy. Rather, it is the independent, continuous use of OLR after receiving initial, formal ILI that creates continued positive effects. Importantly, OLR self‐efficacy and anxiety were found to be important antecedents to OLR adoption. OLR anxiety also partially mediates the relationship between self‐efficacy and perceived ease of use. Implications for theory and practice are discussed.