Measuring Efficiency in Higher Education: An Empirical Study Using a Bootstrapped Data Envelopment Analysis

This paper applies data envelopment analysis (DEA) to assess technical efficiency in a big public university. Particular attention has been paid to two main activities, teaching and research, and on two large groups, the Science and Technology (ST) sector and the Humanity and Social Science (HSS) sector. The findings, based to data from 2005 to 2009, suggest that the ST sector is more efficient in terms of quality of research than the HSS sector, that instead achieves higher efficiency in teaching activities. The efficiency estimates strongly depend on the output specification, given that the use of several quality proxies, such as three research and two student questionnaire-based teaching alternative indices, reduce performance and its differentials for both research and teaching activities. A bootstrap technique is also used to provide confidence intervals for efficiency scores and to obtain bias-corrected estimates. The Malmquist index is calculated to measure changes in productivity.     

Joint-Liability in Microcredit: Evidence from Bangladesh

The joint-liability lending model in microcredit predicts social ties between groups of borrowers to incentivise repayment. However, it also promotes free riding behaviour. Repeated experimental games conducted in Bangladesh are used to empirically analyse key theoretical hypotheses predicted under joint-liability (repeated experimental games are conducted by the author on the field in Manikganj, Dhaka, Bangladesh in December 2014); treated groups of microcredit borrowers are compared to control groups of non-microcredit borrowers alongside questionnaire findings. Treated individuals forego short-run gains from non-repayment and benefit from higher long-run gains from progressing on to further rounds. The paper also finds that treated individuals are significantly less likely to free ride and more likely to shoulder for their partner compared to control individuals. Optimal individual and group characteristics to maximise repayment under joint-liability are then identified.     

Measuring service experience: a utility-based heuristic model

This research aims to construct a model to evaluate service experience. We develop a novel model for service experience by incorporating positive and negative dimensions. We demonstrate that greater utility from experience results in greater value of service experience. We also discovered negative dimensions are the key reason; especially waiting time. We separated five groups to help firms explore deeper insights from various dimensions. The value of service experience in group of middle range has the greater contrast between positive and negative dimensions than the other groups. Service providers can obtain customer perception to adjust or revise the service components.     

How online service recovery approaches bolster recovery performance? A multi-level perspective

Employees are often sandwiched between understandable customer grievances and unchangeable organizational policies: only when employees feel fairly treated will they treat customers fairly. Most previous studies focused on external service recovery systems for customers, but neglected internal service recovery systems for frontline employees. By extending Homburg and Fürst’s research, this study adopts a multi-level perspective to explore the influences of the mechanistic approach (process guidelines, behaviour guidelines, and compensation guidelines) and the organic approach of service recovery (empowerment and recovery culture) on frontline employees’ responses (recovery efficacy, accountability, and performance) towards implementing a service recovery within an online auction context.     

Do online discounts and free gifts damage brand image of service? The moderating role of promotion-proneness

The present paper outlines a study based on an experimental design that investigated the effect of online price discounts and free gifts on consumers’ evaluation of the brand, in the context of an airline. The study also analyzed whether promotion-proneness exercises a moderating effect on this relationship. It was found that discounts generate a more positive brand image than free gifts among promotion-prone users, while for less promotion-prone individuals, the opposite is true. The results will help managers to select the most appropriate online sales promotion type for reaching different consumer groups, depending on their promotion-proneness, in line with the needs and objectives of the service firm.     

‘Chained to my work'? Strategies to manage temporal and physical boundaries among self‐employed teleworkers

It is accepted that teleworkers generally manage the balance between their home and working lives by establishing temporal and physical boundaries between the two along a continuum of role integration–segmentation. What is less understood is the nature of the relationship between temporal and physical boundaries, and how teleworkers control constituent elements of physical boundaries to secure their preferred location along the continuum. Based on 20 interviews with self‐employed teleworkers, this article examines the ways in which successful control of time depends largely on the successful control of space. It investigates in particular how teleworkers attempt to control space by breaking it down into constituent elements involving equipment, activities and ambiance.     

Discussion of “The impact of product market competition on the quantity and quality of voluntary disclosures”

Li (2010, this issue) examines how product market competition affects voluntary disclosure by firms. Using several competition proxies, she finds that both the competitive threat from potential entrants into an industry and from existing rivals affect the quantity and accuracy of voluntary profit and investment forecasts by firms in that industry. However, the study’s findings are inconclusive mainly because each competition proxy used can reflect both types of competitive threat. The focus of my discussion is to provide some comments and suggestions for future researchers to consider in examining how the nature of product market competition affects voluntary firm disclosure.