Seven challenges to combining human and automated service

We introduce this special issue by addressing seven key challenges associated with managing hybrid human-automated service systems. These consist of the following:

• 1 What strategic and tactical issues arise when managing hybrid service systems?
• 2 How should the core “value proposition” be set?
• 3 What special considerations arise in the design and implementation phases?
• 4 How can service delivery be managed to identify systemic problems and to address service breakdowns?
• 5 How can communications with clients improve the functioning of service systems?
• 6 What performance measures should be used to monitor process, outputs, client perceptions, and financial outcomes?
• 7 How can we coordinate the various interdisciplinary activities needed to address the previous six issues?

We consider these challenges after first characterizing the historical evolution of service delivery, reviewing some of the literature in the administrative sciences, and proposing a conceptual framework. Copyright © 2009 ASAC. Published by John Wiley & Sons, Ltd.     

Reengineering--it's totally radical

Reengineering. What does it really mean? How does it work? Where do you begin? And, if it's as great as it's cracked up to be, why does it fail more often than not?     

Design of product quality scales for conveying information by infomediaries

Infomediaries, such as movie critics, often evaluate product quality using discrete grades, such as thumbs-up and thumbs-down. Their reports are used by potential consumers to decide whether to purchase the product. Our aim is to examine how the grading can be improved by answering research questions such as: What is the quality cutoff for each grade? How many grades should the grading scale use? How should grading be done for other goals than informativeness, such as maximizing reviewer’s traffic? How should grading be done to encourage producers to improve quality? Using an analytical model, we show that optimal grade cutoffs depend on the distributions of product quality and consumer taste, and the resulting scale may have unequal intervals. As few as five grades can be near-optimal for consumer welfare and grades should be made more difficult to achieve when producers can invest in quality improvement. These results should help improve the design of scales for reporting quality.     

The case method: A perspective

The task of preparing a case is similar to writing a legal brief or an essay insofar as all three should contain a thesis or main point and argumentation or logically arranged facts and inferences. However, different from a brief or an essay, case studies should not contain a conclusion. A case should lead the reader through the facts, but it should not offer a firm or fixed resolution or moral judgment. Ideally it should leave the reader with the opportunity to create and insert their own conclusion. A good case study should be amenable to the following kinds of questions or analysis procedures:

1. What is the problem? or What is at stake?
2. What are the non-normative or factual issues involved?
3. What are the normative or ethical issues involved?
4. What are the alternatives available?
5. What decision would you make?

     

Slowing the adoption and diffusion process to enhance brand repositioning: The consumer driven repositioning of Dunlop Volley

What should you do when your brand becomes ‘hot’ overnight among influential endorsers? Do you exploit this sudden rise in popularity and mainstream the brand, or do you attempt to slow the diffusion process and seek to understand how to market to these consumers? Drawing on the case of Dunlop Volley in Australia, we argue that mainstreaming the brand by targeting later adopters results in a short-term fashion cycle rather than creating long-term brand value. Since these brands are ‘discovered’ by consumers, marketers must first understand the value system underlying this adoption and then fit the marketing program to these values. In the case of Dunlop Volley, slowing diffusion rates was achieved through four tactics: the rejection of hard sell marketing, appearing authentic, targeting alternative distribution channels and delaying launch to the mainstream audience. These activities ensured the ongoing credibility of the brand with endorsers and helped revitalize a long-thought ‘dead’ brand.     

Convergence in the EU

The EU has long viewed economic and institutional convergence as important goals, but the results thus far have been decidedly mixed, and there remain several open questions: How exactly should convergence be defined? How much convergence is necessary? What steps can be taken to improve convergence in the EU, and how can success be defined? Finally, how much convergence can be achieved by improving the economic performance in underperforming regions, and how can convergence in the form of harmonisation towards lower welfare levels be avoided?     

“No sale” items in auctions: do they really matter?

Research interest in auctions has grown steadily in nearly every business discipline because of the distinctive constructs and processes that the data analyses yield. Auction data present researchers with a particular challenge because of the presence of no sale items. Researchers have varied in their accommodation of no sale items and the analysis technique, which may lead to biases in the analyses. The first question is how should no sale items be treated? To address this, the type of data generated by auctions must be examined, since various methods handle no sale items differently. Additional questions are: What analysis technique is preferred for this type of data? What is the effect of using other analysis techniques? The results suggest that including no sale items improves estimation accuracy. Also, we found that using ordinary least squares with censored data provides results that are much better than using truncated data.     

中国本土管理研究中的“传统文化构念”及其变迁

“本土理念是否仍然存在？它们在进行何种变迁？它们如何在与西方理念相冲突的情形下接受、发展与融合？”等问题完全可以使用实证的方法进行研究。上述实证研究可以对“所谓‘本土’是否存在？本土管理研究是否能导致一种区别于主流的‘本土管理学’？是否存在‘管理的中国理论’？”等问题做出清晰的回答。研究中还应注意将“差序格局”“家长式领导”“关系”等构念进行哲学层次上的深层上溯，从而避免中西构念的混同，并在此基础上，明确地进行中西对比。事实上，中国本土管理学就是以中国本土构念的变迁与发展及其对管理效能的影响为主要研究对象的学科分支领域。     

On ChatGPT and beyond: How generative artificial intelligence may affect research,teaching, and practice

How does ChatGPT, and other forms of Generative Artificial Intelligence (GenAI) affect the way we have been conducting—and evaluating—academic research, teaching, and business practice? What are the implications for the theory and practice of marketing? What are the opportunities and threats, and what are some interesting avenues for future research? This editorial aims to kick off an initial discussion and stimulate research that will help us better understand how the marketing field can fully exploit the potential of GenAI and effectively cope with its challenges.     

A Primer on Using Behavioral Data for Testing Theories in Advertising Research

Interactions with and between customers in digital, social, and mobile environments are commonly recorded, producing behavioral data that have the potential to advance advertising research. This article provides an accessible guide on how to leverage such data for advertising researchers who may have thus far relied mostly on lab experiment or survey data. Specifically, we suggest potential sources for behavioral data and present a process for analyzing and interpreting behavioral data. Each step of the process is discussed: exploring, understanding and preparing data; specifying and estimating models; and interpreting and presenting the results. Some fundamental issues with using multiple regression to analyze such data are covered, including standardization, outliers, transformations, multicollinearity, and the omitted variable bias. We also discuss issues that are especially problematic with using behavioral data in advertising research, including endogeneity, count data, data with many zeros, and grouped data. More advanced versions of regression that address these issues are surveyed, including instrumental variables, propensity scoring, generalized linear models, and mixed models. General advice for thinking about behavioral data is provided.     

危机中的中国品牌

中国品牌现在处于危机中 :在国际市场上缺乏知名度 ,在国内市场上面临外企的蚕食吞并 ,国内消费者的漠视误解……种种状况 ,危机四伏。造成这种现象的原因是什么 ,企业该如何应对 ,以缓解这场危机 ,本文进行了探讨。     

How Online Product Reviews Affect Retail Sales: A Meta-analysis

A growing body of research has emerged on online product reviews and their ability to elicit performance outcomes desired by retailers; yet, a common understanding of the performance implications of online product reviews has eluded us. Scholars continue to navigate an array of studies assessing different design elements of online product reviews, and various research settings and data sources. We undertake a meta-analysis of 26 empirical studies yielding 443 sales elasticities to examine how these variables relate to retail sales. Building on well-established meta-analytical methods, we address the following questions: How does review valence influence the elasticity of retailer sales? What about review volume? For which product types and usage situations do online product reviews have a greater impact on retailer sales elasticity? Which types of online reviewers and websites exert the greatest influence on retailer sales elasticity? Our study answers these important questions and provides a much needed quantitative synthesis of this burgeoning stream of research.     

The new World Trade Organization: Pacemaker for world trade?

The Gatt Uruguay Round was finally brought to a conclusion in April following long-drawn-out negotiations. What changes are contained in the new agreements? How should we rate these changes? How important will the future World Trade Organization (WTO) be?     

The Firm's Management of Social Interactions

Consumer choice is influenced in a direct and meaningful way by the actions taken by others. These “actions” range from face-to-face recommendations from a friend to the passive observation of what a stranger is wearing. We refer to the set of such contexts as “social interactions” (SI). We believe that at least some of the SI effects are partially within the firm's control and that this represents an exciting research opportunity. We present an agenda that identifies a list of unanswered questions of potential interest to both researchers and managers. In order to appreciate the firm's choices with respect to its management of SI, it is important to first evaluate where we are in terms of understanding the phenomena themselves. We highlight five questions in this regard: (1) What are the antecedents of word of mouth (WOM)? (2) How does the transmission of positive WOM differ from that of negative WOM? (3) How does online WOM differ from offline WOM? (4) What is the impact of WOM? (5) How can we measure WOM? Finally, we identify and discuss four principal, non-mutually exclusive, roles that the firm might play: (1) observer, (2) moderator, (3) mediator, and (4) participant.     

Online and offline retailing: What we know and directions for future research

The fast-paced growth of e-commerce is rapidly changing consumers’ shopping habits and shaping the future of the retail industry. While online retailing has allowed companies to overcome geographic barriers to selling and helped them achieve operational efficiencies, offline retailers have struggled to compete with online retailers, and many retailers have chosen to operate both online and offline. This paper presents a review of the literature on the interaction between e-commerce and offline retailing, highlighting empirical findings and generalizable insights, and discussing their managerial implications. Our review includes studies published in more than 50 different academic journals spanning various disciplines from the inception of the internet to present. We organize our paper around three main research questions. First, what is the relationship between online and offline retail channels including competition and complementarity between online and offline sellers as well as online and offline channels of an omnichannel retailer? Under this question we also try to understand the impact of e-commerce on market structure and what factors impact the intensity of competition /complementarity. Second, what is the impact of e-commerce on consumer behavior? We specifically investigate how e-commerce has impacted consumer search, its implications for price dispersion, and user generated content. Third, how has e-commerce impacted retailers’ key managerial decisions? The key research questions under this heading include: (i) What is the impact of big data on retailing? (ii) What is the impact of digitization on retailer outcomes? (iii) What is the impact of e-commerce on sales concentration? (iv) What is the impact of e-commerce and platforms on pricing? And (v) How should retailers manage product returns across online and offline channels? Under each section, we also develop detailed recommendations for future research which we hope will inspire continued interest in this domain.     

Corporate Citizenship: How to Strengthen the Social Responsibility of Managers?

Corporate citizenship challenges the foundations and working of the basic institutions market, state and civil society. These institutional changes complicate the work of the manager, because the responsibilities of management are not only increasing, they are also becoming vaguer and more elusive. In this paper, I will analyze the new, complex responsibilities of management in terms of the scope and the legitimizationof corporate citizenship. What may we expect of individual organizations? Which wishes of which stakeholders should be honored? How can we legitimize the new societal and public role of business firms? The outcome of this analysis will be translated to the practice of management; how can we strengthen the social responsibility of managers? Four options will be discussed. (1) Market regulation, which binds the actions of managers. (2) Professionalization of management, which seeks for better information. (3) Moral management, which incorporates norms and values from outside the market. (4) Stakeholder management, which leaves room for the participation of stakeholders. These options can be schematized according to an internal-external axis and an objective-subjective axis. I will show that stakeholder management fits the best with the idea of corporate citizenship, but has serious risks of failing.     

Corporate Governance,Ethics, and the Backdating of Stock Options

Backdating of stock options is an example of an agency problem. It has emerged despite all the measures (i.e., new regulations and additional corporate governance mechanisms) aimed at addressing such problems? Beyond such negative controlling measures, a more positive empowering approach based on ethics may also be necessary. What ethical measures need to be taken to address the agency problem? What values and norms should guide the board of directors in protecting the shareholders’ interests? To examine these issues, we first discuss the role values and norms can play with respect to underlying corporate governance and the proper role of directors, such as transparency, accountability, integrity (which is reflected in proper mechanisms of checks and balances), and public responsibility. Second, we discuss various stakeholder approaches (e.g., government, directors, managers, and shareholders) by which conflicts of interest (i.e., the agency problem) can be addressed. Third, we assess the practice of backdating stock options, as an illustration of the agency problem, in terms of whether the practice is legally acceptable or ethically justifiable. Fourth, we proceed to an analysis of good corporate governance practice involving backdating options based on a series of ethical standards including: (1) trustworthiness; (2) utilitarianism; (3) justice; and (4) Kantianism. We conclude that while executive compensation schemes (e.g., stock options) were originally intended to help remedy the agency problem by tying together the interests of the executives and shareholders, these schemes may have actually become “part of the problem,” and that the solution ultimately depends upon whether directors and executives accept that all of their actions must be based on a set of core ethical values.     

Advisory board engagement: Assisting undergraduates with resume development

Resumes of students with limited work experience are by nature underdeveloped and frequently poorly designed. Although many tools and resources are available, students often underutilize them. Faculty at a northeastern university sought to address this problem by engaging members of its college of business advisory board to provide students with real-world advice. Many advisory board members are senior executives who can advise students on how to improve their resumes and make them more professional and powerful. To assess the effectiveness of this intervention, pre- and postsurveys were conducted and analyzed. The authors discuss the results and draw some conclusions. D. Kolb's (1984) model of experiential learning provides a conceptual framework.     

Enduring Attitudes and Contextual Interest: When and Why Attitude Surveys Still Matter in the Online Consumer Decision Journey

Consumers leave traces of key interest to managers on their journey to purchase. Next to traditional survey-based attitudes, readily available online metrics now show aggregate consumer actions. But how do survey response metrics and online action metrics relate to each other? To what extent do they explain and predict brand sales across consumer categories? This article shows that surveys and online behavior provide complementary information for brand managers. Times series data for 32 brands in 14 categories reveal low correlations but substantial dual causality between survey metrics and online actions. Combining both types of metrics greatly increases the model's power to explain and predict brand sales in low-involvement categories. By contrast, high-involvement categories do not gain much from adding survey-based attitudes to a model including online behavior metrics. The authors synthesize these generalizations in a new framework relating enduring attitudes to the contextual interest expressed by online actions. This new framework helps managers assess both types of metrics to drive brand performance depending on whether their goal is short-term sales or long-term brand health.