Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

The role of emotions is increasingly gaining attention as a central element in understanding customer evaluations of service failure and recovery experiences. Despite the importance of emotions for service organizations, however, empirical investigations of customers’ emotional response to service recovery encounters remain scarce. A reason for this has been the absence of a valid and reliable measurement instrument for analyzing and comparing the emotions associated with different recovery experiences. Addressing this issue, the current paper presents the development and validation of a new scale specifically designed to measure experienced emotions during service recovery encounters (ESRE). The results show that the ESRE scale is a valid and reliable instrument, which should be helpful for empirically studying the role of emotional responses to service failure and recovery encounters.

Exploring Electronic Word-of-Mouth (eWOM) in The Consumer Purchase Decision-Making Process: The Case of Online Holidays – Evidence from United Kingdom (UK) Consumers

This study explores the role of electronic word-of-mouth (eWOM) in the consumer decision-making process when purchasing a holiday. Using an ethnographic approach, it explores the role of eWOM on consumers’ attitudes toward online reviews (eReviews) and their subsequent behavior. Across the consumer decision-making processes – information search, evaluation, and purchase – the study develops a conceptual framework with three eWOM dimensions: (1) motivation, (2) source, and (3) content. Findings explore the variations of eWOM’s influence across the decision-making stages with implications for theory and practice. The study further highlights implications for segmentation practices in the tourism industry.     

Governance, organizational capabilities, and restructuring in transition economies

This paper focuses on the links between governance, firm capabilities and restructuring following the large-scale privatization process in Central and Eastern European transition economies using an integrative approach. Restructuring in these countries has been motivated by political and institutional changes and less so by market forces. Accordingly, political processes have produced political solutions such as “give-away” privatizations to insiders. These privatizations, in contrast to divestitures to outside owners, have realized less substantive restructuring because non-market incentives, such as too much managerial equity ownership, have created managerial entrenchment. In addition, we propose a connection between governance and organizational learning suggesting that learning is inhibited by excessive managerial ownership and lack of board knowledge regarding its oversight function. Furthermore, this entrenchment and poor board functioning may be perpetuated in financial-industrial groups, which have emerged as substitutes for market intermediaries in emerging economies. Thus, we propose that outside ownership involvement and the development of organizational capabilities may facilitate restructuring in the Central and Eastern European context. Our theoretical arguments are supported by case study evidence from transition economies.     

Key countries in the Third World

Present classifications of the developing countries are of limited usefulness as a basis for determining development policy priorities in the industrialised countries, argue our authors. They define a group of “key countries” which are of strategical importance for the world economy and outline the development risks facing these countries.¹ They suggest that the OECD countries would be better advised to follow a policy of cooperation with these key countries rather than the “man mind thyself” policies which are presently gaining in popularity.     

HWWA raw materials price index on a new basis

The division of labour in the world economy is subject to a process of constant change which also affects the meaningfulness of raw materials price indices. Such indices require periodic revision in order to maintain their significance as current indicators of commodity market price developments. This is particularly true of an index with a constant price and weighting basis such as the HWWA raw materials price index.     

The IMF and the countries of the Council for Mutual Economic Assistance

In November 1981 Hungary and, one week later, Poland applied for membership of the International Monetary Fund (IMF) and the International Bank for Reconstruction and Development (World Bank). These applications have highlighted a subject which had been neglected for quite some time. This analysis deals with the problems and consequences which arise from the membership of countries of the Council for Mutual Economic Assistance (Comecon)—the economies of which largely conform to principles of central economic planning—in IMF, an institution organized according to market principles.     

Revised HWWA commodity price index

The pattern of international trade is changing constantly. The HWWA Index of World Market Prices of Commodities, which is weighted by imports, therefore needs to be adapted from time to time in order to preserve its relevance as an indicator of price trends in international commodity markets. It is now (as of September 2003) published with updated weights based on 1999–2001 import values and with a new price basis (2000=100).     

Russia’s foreign trade and the economic reforms

The Russian Federation now faces a totally new beginning as regards the shaping of its foreign trade relations. The demands made upon its external economic policy by the changes in the political and economic systems on the one hand and the collapse of the formerly unified economic zone of the Soviet Union on the other are so great that, in many respects, consistent answers have yet to be found. To what extent has the Russian government so far succeeded in developing a new foreign trade regime?     

Low price signals high capacity

We study pricing in a model where buyers are homogeneous and sellers have either capacity one or two. We show that if buyers observe prices but not capacities then an equilibrium exists where sellers of capacity two post lower prices than sellers of capacity one. The equilibrium satisfies the intuitive criterion.