Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review

Although the core of most services is a person-to-person encounter, we still know very little about its underlying mechanisms as very few models or theories have been developed for these dynamic interactions between persons. An holistic approach to quality improvement is therefore suggested. Different prototypical person-to-person encounters may be studied on different levels and interfaces in service operations to eliminate inconsistencies. The aim of this contribution is to review some recent research findings for person-to-person encounters from the neighbouring management fields of services, operations and human resources in order to draw together their strategic implications for service managers. Some ontological and methodological considerations of studying person-to-person encounters from a qualitative perspective are discussed. The outline of a multi-disciplinary and learning-centred research approach is also suggested. Findings are integrated by a model of four generic and strategic processes for quality improvement in service operations. Finally, some implications for managers are proposed.     

Organizing innovation projects under technological turbulence

Research on the organization of innovation projects suggests that increased project flexibility is a common reaction to high levels of technological turbulence. However, existing definitions of project flexibility are inconsistent and sometimes unclear, and empirical evidence is limited. This article makes an important distinction between flexible project planning and flexible project specifications. A negative relationship is found between flexible project planning and innovation project performance, whereas flexible product specifications are found to contribute positively.This article also examines how technological turbulence contributes to the choice of flexible or inflexible strategies. Technological turbulence can be present in the external environment or can be internal to the firm, when radically new products are developed. The findings suggest that when businesses perceive technological turbulence in the environment they are more likely to adopt flexible approaches to innovation in an attempt to adapt to external pressures. In technologically innovative projects, product specifications are likely to remain fixed while project organization is likely to be adapted to the needs of the project.Taken together, the findings suggest that innovation projects should maintain stable organization, schedules and budgets, but stay flexible about product specifications. Vigilance with regards to external and internal conditions of technological turbulence, which may lead organizations to be more flexible in terms of project planning, is needed.     

A quintessential immigrant niche? The non-case of immigrants in the Dutch construction industry

Students of immigrant entrepreneurship show a distinct preference for ethnic concentrations. They focus on small entrepreneurship in sectors with large concentrations of immigrant businesses or on ethnic commercial precincts. This preference stems from practical and theoretical considerations. It seems that the study of such concentrations, or niches, is essential to the theoretical understanding of the structural determinants of small entrepreneurship and the processes of economic incorporation of immigrants. This paper challenges this orthodoxy. It argues that it is important to assess the factors and processes that positively and negatively affect the formation of niches. This argument is corroborated by an analysis of the construction industry in the Netherlands. According to Waldinger (1995: 577), ‘construction represents the quintessential ethnic niche’, but immigrants in the Netherlands did not carve out a niche. This exceptional situation can be attributed to a sector-specific configuration of social, economic and institutional processes.     

Sovereign risk assessment and agency credit ratings

Sovereign ratings are gaining importance as more governments with greater default risk borrow in international bond markets. However, while the ratings have proved useful to governments seeking market access, the difficulty of assessing sovereign risk has led to agency disagreements and public controversy over specific rating assignments. Recognising this difficulty, the financial markets have shown some scepticism toward sovereign ratings when pricing issues.     

Gene-environment interactions and the complexity of human genetic diseases

In the assessment of mortality and morbidity risk, the ability of family history and genetic test results to predict the age of occurrence, severity, and long-term prognosis of 'genetic' diseases is important. An increasing number of gene-gene and gene-environment interactions have been demonstrated in a number of monogenic Mendelian diseases. These interactions can significantly modify the clinical presentation (disease phenotype) of diseases previously regarded purely as 'genetic.' As a result, 'genetic' diseases can be positioned in a continuum between classic Mendelian and complex disease where the extremes, pure genetic or solely non-genetic, do not exist. The position of any given disease in this continuum is defined by three components: the major gene(s) contributing to the phenotype, the variability added by modifier genes and the significance of environmental factors influencing the phenotype. As the predictive value of genetic test results can be significantly influenced by additional genetic and environmental risk factors, a better understanding of these factors may influence the quantification of mortality and morbidity risk.     

Efficient rank tests for semiparametric competing risk models

We consider a semiparametric competing risk model given by k independent survival times. The paper offers an asymptotic treatment of tests for the semiparametric null hypothesis of equality of the underlying risks. It turns out that modified rank tests are asymptotically efficient for certain semiparametric submodels, where the baseline hazard is a nuisance parameter. In addition, the asymptotic relative efficiency of the present tests is derived. A comparison of asymptotic power functions can then be used to classify various tests proposed earlier in the literature. For instance a chi-square type test is efficient for proportional hazards. Data driven tests of likelihood ratio type are proposed for cones of alternatives. We will consider certain stochastically increasing alternatives as a special example. The paper shows how the concept of local asymptotic normality of Le Cam works for hazard oriented models.     

Does the recent success of some OECD countries in lowering their unemployment rates lie in the clever design of their labor market reforms?

In recent years some OECD countries were successful in loweringthe unemployment rate substantially while other countries werenot. In this paper we investigate to what extent successfulcountries implemented a comprehensive set of institutional reforms.We present a theoretical framework to investigate the relationshipbetween unemployment and labor market institutions (LMI) suchas labor taxes, unemployment benefits, employment protection,union bargaining power and (de)centralization of bargaining.In our empirical analysis of data over the period 1960–99of 17 OECD countries we show that particular combinations ofLMI are responsible for low unemployment rates.     

Spatial majority voting equilibria and the provision of public goods

This paper develops general equilibrium conditions for urban areas where a pure public good is provided at a level decided upon by majority voting. Models with a property tax and a head tax and external land ownership are analyzed, and equilibrium solutions are compared using a specific form for the utility function. Optimal cities are characterized and compared to those emerging from the majority voting equilibria. Models where aggregate land rent is divided equally among the urban residents are also developed.     

The "Invisible Hand"

The argument of the "Invisible Hand" is that the system of free enterprise benefits society in general even though it is not the aim of any particular economic agent to do that. This article proposes an analysis of why this is so. The key is that the morality of the market forbids only force and fraud; it does not require people to do good to others. Nevertheless, when all transactions are voluntary to both parties, that is exactly what we can expect to happen. This is both because the sum of the benefits of innumerable transactions, which are beneficial to both parties, is very great, but also and especially because of Positive Externalities. People use the particular products and services they get in market exchanges in ways that benefit others in ways not at all foreseen by the agents to those transactions at the time. These externalities range from the benefits of invention and ingenuity to the exercise of charity and philanthropy, all of which flourish in developed capitalist societies.     

Evolution of Corporate Law and the Transplant Effect: Lessons from Six Countries

The pattern of legal change in countries that have their legalsystems transplanted from abroad differs markedly from countriesthat develop their own systems, irrespective of the legal familyfrom which their laws come. In "transplant" countries, law oftenstagnates for long periods of time; when change takes place,it tends to be radical, if not erratic. External models remaindominant even years after the law was transplanted. Althoughthere is some evidence that transplant countries have engagedin comprehensive legal reforms in response to the pressuresof globalization, it is still too early to judge whether thesenew changes can be taken as a sign that the legal systems inthese countries have started a process of endogenous legal evolution.