A Study on the Impact of SARS on the Forecast of Visitor Arrivals to China

ABSTRACT

The objective of this study is to build a model to forecast the visitor arrivals to China and to examine the impact caused by the SARS incident. Seasonal ARIMA models and seasonal dummy variables are created to build the forecast models, and we use intervention analysis to process the outliers resulting from unexpected incidents. The results reveal that the SARS incident had a considerable impact on the international visitor arrivals to China and caused the figures to drop by at least 42%. The seasonal ARIMA models are also used to forecast the visitor arrivals to China up to the end of 2007.     

Learning from error: The influence of error incident characteristics

This study investigates the influence of error incident characteristics on organizational learning among operators in the chemical process industry. The study asks operators to describe recently occurred error incidents at time 0 (n = 87), followed up by measurements for learning 6 weeks later (n = 48). Organizations learn more from error incidents with more severe consequences. Severity of consequences relates positively to learning. When consequences are more severe, communication about an error is higher. Communication is subsequently related to learning. Error incidents without imminent negative consequences, however, can also be a platform for learning. This research recommends attention towards the promotion of learning from conditions that do not necessarily encourage employees to learn.     

Service strategy to improve operational capabilities in the public sector

ABSTRACT

Public institutions, such as emergency services, face unique operational challenges because they do not have a clear profit motive, operate in a political system as opposed to a market system, and have a fragmented authority structure. This study applies traditional operations and service strategy theory to the not-for-profit, public sector context. Synthesizing research from these theoretical domains, a contingency framework is developed to determine the effect of environmental uncertainty and strategic choices on operational capabilities in emergency services under different governance structures. Operations strategy research traditionally uses survey-based measures, while emergency services research focuses on mathematical modeling techniques. In contrast, this study analyzes archival data with 9800 emergency incidents using hierarchical regression. The results support that in the public not-for-profit context, strategic choices mediate the impact of environmental uncertainty on operational capability. Furthermore, governance structure moderates the impact of environmental uncertainty and strategic choices.     

A Field Experiment Comparing the Effectiveness of “Ambush” and Cause Related Ad Appeals for Social Marketing Causes

SUMMARY

Cause related marketing (CRM) has changed corporate philanthropy into an alleged money maker for the corporate donor. While CRM requires a financial donation, tied to a sale, an “Ambush” causal marketer can potentially reap goodwill and sales without the financial cost of donating. This study uses a field experiment ad study (n = 459) to examine the comparative effectiveness of a true CRM vs. an Ambush ad approach for social causes. It also explores whether the chosen social cause needs to be naturally associated with the cause sponsor. The results suggest that an Ambush social cause appeal can perform as well as a CRM appeal, and that the social cause need not be closely associated to the marketer to favorably influence perceptions of the audience.     

Service Quality in Customer Relationships:

This article presents the results of a study of 205 service-related critical incidents in customer relationships in mechanical engineering companies. Information has been gathered from 15 Swedish companies, including Asea Brown Boveri Robotics, Atlas Copco, Bofors, Carlamo, Zander &; Ingesttorn and Wennmec. The selection has been made so as to obtain a spread as regards both tine of production and size of company.

The overall aim of the inquiry has been to increase the understanding of service-related critical incidents in the perspective of long-term, interactive customer relationships. What lies behind these situations? What effect do they have on the development of the selling process? How are customer relations affected? Critical incidents directly connected with the price or the hardware have not been included in this study.

‘Critical incident’ means a problematic, unpleasant situation which places special demands on the service-producing company's resources, especially on its personnel: for example, a customer meeting that fails to avoid friction. The customer may demand customer adaptation of the hardware, special training, special terms of guarantee, short delivery time or a special financing model. Other examples of critical incidents are agreements that have not been kept and missing or incorrect information.     

The Impact of Alienation Through Neutralization on Students’ Academic Dishonesty

ABSTRACT

Dishonesty is a phenomenon that is often encountered in educational institutions. It indicates the existence of cheating done by students in the academics. One of the strong assumptions about the phenomenon of dishonesty in students in academics is the existence of alienation that causes students’ self-confidence to be low and encourage students to be dishonest. This article aims to determine the effect of alienation on academic dishonesty of second-grade students in vocational high school accounting skill competence through neutralization as an intervening variable the using General Alienation Scale, Neutralization Scale, and Cheating Scale and a development indicator. Subjects in this study were 218 students with data collection methods in the form of questionnaires and interviews. The results show that alienation does not directly affect student academic dishonesty, but has an indirect effect on student academic dishonesty through neutralization     

Impact of injuries on work performance among the surgical blacksmiths of West Bengal

The manufacture of surgical instruments is one of the leading small-scale industrial sectors in West Bengal, India. The present study was undertaken to assess the rate, type and cause of injury incidents among surgical blacksmiths and whether these incidents affected the work performance of the blacksmiths. A cluster of 216 skilled and 225 unskilled blacksmiths (male), engaged in the manufacture of surgical instruments, was selected from Baruipur subdivision as study subjects. The study included: 1) completion of a questionnaire; 2) measurement of physical parameters; 3) incident records; 4) statistical analysis of the data. The present study revealed that the blacksmiths suffered very frequently from work-related injuries. The number of injuries that occurred during 2004 - 2005 for skilled and unskilled blacksmiths was 1413 and 1610 respectively. Unskilled blacksmiths were disproportionately affected. These injuries resulted in a high rate of lost workdays, i.e. 517 and 742 workdays for skilled and unskilled workers respectively. The study thus indicated that surgical blacksmiths are highly prone to injuries in their occupation, mostly affecting the fingers (23% and 23%) and back region (21.7% and 22%) in both groups, which consequently affected their health, productivity and work performance.     

Sexual Harassment in Kitchens

ABSTRACT

In summarising the main findings of this study it appears that many hospitality properties in France and Sweden do not have policies regarding sexual harassment nor have the majority of respondents received any information about sexual harassment during their training. Perceptions of what constitutes sexual harassment and the likelihood of reporting possible incidents differ between nationalities and a large percentage of both male and female respondents have experienced serious acts of sexual harassment while at work.     

Control charts for accident frequency: a motivation for real-time occupational safety monitoring

This paper quantitatively motivates the need for active monitoring of occupational safety incident data through the use of cumulative sum (CUSUM) control charts. The frequency of incidents within a subset of historical accident data is analysed. The performance of Poisson CUSUM and exponential CUSUM (time-between-events) charts is compared in an illustrative example to show that shorter periods of aggregation and time-between-events monitoring lead to more timely indications of increased accident frequency. An extension showing the anticipated performance of these charts with real-time data is given. Various adjustments to the monitoring system are also simulated to show that quick implementation of hazard controls can significantly impact safety performance. Decreases in the frequency of safety incidents as a result of implemented hazard controls can also be monitored.     

Epidemiology of fatal and non-fatal drowning patients attended by paramedics in Victoria,Australia

Drowning is a major cause of injury and death worldwide. This study aims to expand the evidence in fatal and non-fatal drowning. A retrospective study was conducted to investigate fatal and non-fatal drowning incidents attended by ambulance paramedics in Victoria (Australia) from 2007 to 2012. A total of 509 drowning incidents were identified, 339 (66.6%) were non-fatal, with 170 (33.4%) resulting in death. Children aged 0–4 years had the highest crude drowning rate (7.95 per 100,000 persons). Non-fatal incidents were more likely to be witnessed by a bystander when compared with fatal incidents (43.7% vs. 20.0%, p < 0.001). Spatial analysis indicated that 35 (43.8%) local government areas (LGAs) were considered at ‘excess risk’ of a drowning event occurring. This study is the first to apply spatial analysis to determine relative risk ratios for fatal and non-fatal drowning. These findings will enable geographically targeted and age-specific drowning prevention activities.     

Business groups and corporate social responsibility: Evidence from China

This study investigates the impact of firms' business group affiliations on their performance in corporate social responsibility (CSR) in China. We find that firms with a dual-status of being a business group member and a state-owned enterprise (SOE) at the same time have weaker CSR performance. Our finding is consistent with the view that CSR engagement is a strategy for firms to pursue political legitimacy from the government and seek legitimacy in general from the public. The business group affiliation and the SOE identity together afford legitimacy to the firm and reduce its need to conduct CSR activities.Data availabilityAll data used in the study are publicly available from the sources noted in the text.     

Advancing laddering and critical incident technique to reveal restaurant niches

This study, based on means-end chain and dramaturgical theories, aims to reveal critical attributes/incidents that influence consumers to dine in a restaurant and proposes a complete picture for restaurant operators to understand consumer inner thinking that can be used to carve out their restaurant niches. By using the laddering and the critical incident techniques, this study proposes a theoretical explanatory scheme to identify the most critical attributes/incidents for the restaurant operators. From the perspective of dramaturgical theory, the results of the hierarchical value map show that the most common attributes/incidents dining in the restaurant are related to the physical facilities or customer–staff interaction system. Such a map can help restaurant operators easily and quickly capture their strengths and weaknesses from the relationship between restaurant features and customer value demands. If managers would like to know more specific critical attributes/features for their restaurants, they may simply follow the same procedure outlined in this work to find out what is the niche for their services and establishments, in order to survive in a highly competitive environment.     

A preliminary analysis of incident investigation reports of an integrated steel plant: some reflection

Large integrated steel plants employ an effective safety management system and gather a significant amount of safety-related data. This research intends to explore and visualize the rich database to find out the key factors responsible for the occurrences of incidents. The study was carried out on the data in the form of investigation reports collected from a steel plant in India. The data were processed and analysed using some of the quality management tools like Pareto chart, control chart, Ishikawa diagram, etc. Analyses showed that causes of incidents differ depending on the activities performed in a department. For example, fire/explosion and process-related incidents are more common in the departments associated with coke-making and blast furnace. Similar kind of factors were obtained, and recommendations were provided for their mitigation. Finally, the limitations of the study were discussed, and the scope of the research works was identified.     

Characteristics of unintentional carbon monoxide poisoning in Northwest Iran – Tabriz

The study describes the epidemiology and characteristics of unintentional carbon monoxide (CO) poisoning in Northwest Iran between 2007 and 2009 using multiple data sources including records of the main provider of emergency medical transportation, death certificate reports of the Legal Medicine Organization and through household surveys. A total of 1005 people were diagnosed with non-fatal CO poisoning. Ninety deaths were confirmed due to CO exposure. The ratio of unintentional CO-related poisoning cases in relation to all poisonings was 17.6%. Non-fatal CO poisoning was higher in females and adults aged 25–44 year olds, whereas the death rate was highest for those over 64 years. Domestic gas appliances were involved in 98% of non-fatal incidents and in all fatal poisonings, with gas water heaters (59.2%) and free-standing heaters (25.3%) being the most common causes of CO exposure. The main mechanisms of poisoning were faulty installations and defective devices. The main locations of incidents were the bathroom (48%) and living room (32%). Only 19% of the households reported that they were aware of the hazards of CO exposure before the incident, and no household reported having a CO detector at the time of the poisoning. The results suggest that interventions should be targeted at home environments and focus on at-risk groups such as women and elderly people. Setting stricter standards and environmental legislations and promotion of public awareness against the dangers of CO exposure are important considerations for overcoming this public health problem.     

Characteristics of unintentional carbon monoxide poisoning in Northwest Iran--Tabriz

The study describes the epidemiology and characteristics of unintentional carbon monoxide (CO) poisoning in Northwest Iran between 2007 and 2009 using multiple data sources including records of the main provider of emergency medical transportation, death certificate reports of the Legal Medicine Organization and through household surveys. A total of 1005 people were diagnosed with non-fatal CO poisoning. Ninety deaths were confirmed due to CO exposure. The ratio of unintentional CO-related poisoning cases in relation to all poisonings was 17.6%. Non-fatal CO poisoning was higher in females and adults aged 25-44 year olds, whereas the death rate was highest for those over 64 years. Domestic gas appliances were involved in 98% of non-fatal incidents and in all fatal poisonings, with gas water heaters (59.2%) and free-standing heaters (25.3%) being the most common causes of CO exposure. The main mechanisms of poisoning were faulty installations and defective devices. The main locations of incidents were the bathroom (48%) and living room (32%). Only 19% of the households reported that they were aware of the hazards of CO exposure before the incident, and no household reported having a CO detector at the time of the poisoning. The results suggest that interventions should be targeted at home environments and focus on at-risk groups such as women and elderly people. Setting stricter standards and environmental legislations and promotion of public awareness against the dangers of CO exposure are important considerations for overcoming this public health problem.     

Comparing consumer-produced product reviews across multiple websites with sentiment classification

ABSTRACT

Online consumer reviews have been extensively studied. However, existing literature analyzing online consumer review data mostly relies on a single data source, resulting in potentially biased analytics conclusions. Many websites encourage consumers to post reviews of their purchased products, so that new consumers can evaluate these reviews for the same product across different websites to help them make purchasing decisions. Confusions often arise in this process, because there often exist substantial discrepancies in customer reviews across different retailers on the same product. Clarifying such confusions can help consumers reduce concerns to make up their mind for their purchases, therefore benefiting both consumers and retailers. Through text analytics and sentiment analysis, we comparatively examine the underlying patterns of online consumer reviews of three large retailers including Sears, Home Depot, and Best Buy for a same product. Afterward, we combine online consumer reviews from these large retailers and conduct an overall text analytics and sentiment analysis. The overall results are further compared with the results from individual retailers. The findings show that the sentiment of the online consumer reviews could vary substantially so relying on a single data source to make purchase decision is not a wise idea. Based on the results, we further devise a framework to comparatively examine and integrate multiple data sources for social media analytics of online consumer reviews. This study offers important managerial implications and identifies several new research directions for social media analytics.     

Community crosstalk: an exploratory analysis of destination and festival eWOM on Twitter

Abstract

Research suggests that festivals can promote a destination via online word-of-mouth (eWOM) on social media, even though the nature of this effect is not yet fully understood. Using a combination of Social Network Analysis and text analysis (qualitative and quantitative), this article examines eWOM at a tourism destination (Bournemouth) when a festival (Bournemouth Air Show 2013) is staged. The Communities of Interest of eWOM interactions on Twitter were captured and analysed to understand the structure and content of eWOM. Findings indicate that key users are usually already prominent individuals and that festivals act as both a direct generator as well as an online animator of eWOM. Finally, network size, span and scope may be useful indicators when comparing eWOM networks.     

The influence of gender,social cause,charitable support,and message appeal on Gen Y's responses to cause-related marketing

Abstract

This study examined the influence of gender, type of social cause, amount of charitable support, and message appeal on Gen Y consumers' attitudes and purchase intentions towards an apparel brand within the context of cause-related marketing. A questionnaire, with an experimental design component, was administered to a sample of 562 Gen Y college students. Results suggest that Gen Y consumers are more likely to form positive attitudes towards an apparel brand when the amount of the charitable support is clearly communicated. Gender did not influence attitude towards brand, but did predict purchase intentions. Attitude towards brand, subjective norm, evaluation of the advertisement, and involvement in social causes were strong predictors of purchase intentions. When developing CRM initiatives, marketers should consider Gen Y's involvement in a social cause (e.g. volunteerism) rather than their stated interest in the given cause, and they would be well advised to state precisely (in advertisements) the amount of monetary contribution made to charitable causes.     

Customer Satisfaction with Consumption Systems

ABSTRACT

Purpose: This research examines how satisfaction toward a product and its associated services offered together by a single provider jointly affects behavioral intentions toward the provider.

Design/methodology/approach: In this study, empirical tests were conducted using longitudinal data spanning 5 years from a multinational company that offers both products and associated services as part of a consumption system to their customers.

Findings: Results show a joint congruent effect of product and services satisfaction on behavioral intentions is linear and positive. It appears that offering great service cannot compensate for less-than-adequate satisfaction toward the product. The results further highlight decreasing customer sensitivity to improvements in both sources of satisfaction and imply that focusing on too high levels of one type of satisfaction for their customers can actually be counterproductive for firms.

Research Limitations: Our model was tested using the data obtained from a single firm. Future research could test this model with data from multiple firms in various different industries and establish broader generalizability to the findings.

Practical Implications: Findings provide managers with insights on how to allocate resources across product and service spaces and to manage product and services revenues over time. Results also indicate that customer behavioral intention ratings are more weighted on product quality over the service received by them. However, mere improvements in the product cannot provide the highest desired results and therefore quality improvements in the product need to be complemented by improvements in service quality.

Originality/Value: There is a rapid emergence of the phenomenon of manufacturers providing both products and services as an integrated consumption system to their customers. While the provision of both product and service subsystems by the same firm leads to certain synergies, there are obvious costs to the development of new service capabilities and coordination with existing product capabilities. Our research intends to address this issue.