The service imperative

Services dominate the world's established economies (such as those of the US, Germany, and Finland) and are becoming increasingly important in developing economies, including those of China and India. Yet most companies, national governments, and universities do not put much energy into service research, innovation, or education. This ironic juxtaposition of facts has led us, along with others, to promote a focus on service research and service innovation across companies and institutions. We call this the “service imperative.” In this article, we present our view of the service imperative as a burning platform that is giving birth to many hopeful directions for the future of the global economy. We believe that companies and nations that embrace the service imperative will prosper and benefit, as will individuals who do the same. We also contend that widespread embracing of the service imperative can lead to improved quality of life for people worldwide.     

Risk Communication and the Social Amplification of Public Sector Risk

Concerns exist within the public sector about the ability of organizations to communicate issues of risk. These concerns include: the nature and magnitude of risks; the vulnerability of those who may bear the consequences associated with an event; and the sense of helplessness felt by victim groups. Apart from the public sector's role as risk generator, regulator and communicator, it also has some responsibility for dealing with the consequences of a major catastrophic event through agencies such as health care and the emergency services. Under certain conditions, it is apparent that concerns over risk issues can escalate beyond a level expected by those charged with the management of that risk. Within this framework, the effective communication of risk and uncertainty is an integral, but often neglected, part of public sector activities. This article explores the process of risk communication and risk amplification and suggests a number of perspectives on policy development.     

A Markovian cross-impact model

The author describes a cross-impact method which is based on Markov-chain theory. This allows scenarios to be derived which explicitly include the time dimension. An example of the use of the method is included which deals with the installation of nuclear reactors for energy production.     

Is the secondary loan market valuable to borrowers?

In recent years, the secondary loan market has developed into an over-the-counter market where loans are not only sold but also subsequently traded. This shift away from traditional banking is altering the business of lending. Loan sales are valuable to banks because they free up capital, generate fee-based income and facilitate risk management; but they may be costly to borrowers because they negatively affect bank monitoring incentives. In this paper, however, we argue that there is another potential benefit to borrowers from loan sales. Borrowers with trading loans, in particular those with liquid loans, may “demand” a share of bank benefits from loan sales when they take out new loans as it will be easier for banks to sell these loans afterwards. We investigate this potential benefit of the secondary loan market by comparing the interest rates borrowers pay before their loans start to trade with the interest rates they pay on loans originated post-trading. Our results show that, on average, borrowers pay higher spreads on the loans they take out after the onset of trading on their loans. Importantly, our results also show that borrowers with liquid trading loans are able to borrow at lower interest rates after the onset of trading on their loans. Thus, while the banks’ decision to sell loans may initially impose a cost on borrowers, those whose loans enter the secondary loan market and become liquid benefit from an interest rate discount on their subsequent loans.     

Predicting an American future for cohousing

Cohousing is an innovative form of accommodation. It offers economic, environmental and social advantages over existing forms of development. Cohousing emerged in the USA during the past 20 years as an innovative housing form with a niche market, but adoptions to date have been limited. This paper seeks to determine the future for cohousing in the USA, using innovation diffusion theories. It reviews the factors influencing the rate of diffusion of cohousing (relative advantages, compatibility, complexity, trialability and observability). It investigates the impact of path dependencies and the existence of disruptive technologies on adoptions. It considers the potential for cohousing to “cross the chasm” and be adopted by the mainstream. The findings of the research suggest that “grass-roots” approaches to the creation of cohousing communities are likely to result in the greatest number of adoptions in the future.     

Toward a relational perspective of franchising chains

In many professional and services industries, firms try to scale up their operations by reproducing practices in new locations through franchising arrangements, especially business format franchising. The classic but still prevailing explanations for franchising related phenomena, especially the initiative of franchising, the propensity to franchise, and the franchise performance, are mostly based on two orders of reasons (or a combination of them): franchising is either explained as a means to deal with resource scarcity or (and) as a mechanism for franchisor and franchisee to align incentives between themselves. However, empirical studies have shown limited support for both such claims, especially in face of the so called plural form, where proprietary and franchised units of the same franchisor co-exist. It may also be argued that the traditional literature on franchising has assumed a high level of homogeneity within and between franchising “networks,” possibly due to the perception that they tend to be “dominated” by a high level of standardization and replication of practices, both operative and relational. However, learning processes in such “networks” have recently been brought in as an attempt to capture other mechanisms that may underlie their operation and sustainability. This article seeks to explore a third perspective to look at franchising “networks,” by drawing from the literatures on capabilities and industrial networks. Seen from this perspective, business format franchising may involve more than the mere replication or exploitation of a recipe, especially if we take into consideration the partly idiosyncratic nature of both the relationships between actors and their capabilities and intentions. Within this perspective, variety preservation, and not only uniformity, may be recognized by participants as relevant for the performance of the franchise chain. In other words, variety may reflect the need for the refinement of the “package” throughout time, in more than one ways, together with the gradual development of the network and the learning experiences that take place in that context.     

Linking technology intelligence to open innovation

The explosive growth of the Internet has led to a dramatic increase in data sources for (competitive) technology intelligence. Appropriate implementation and use of IT tools to gather and analyze these data is of key importance for the creation of actionable technology intelligence. A strategy to optimize investments in the identified technologies becomes of paramount importance if an organization wants to match knowledge and ideas originating from outside of the organization with internal core competences. Such a strategy can create competitive advantage by effectively linking technology intelligence to open innovation.We show how VIB, a life sciences research organization, has established technology intelligence processes to identify a multitude of external technologies of interest, which are subsequently “probed” for their potential and fit with VIB using real options reasoning, thereby supporting open innovation. Our methodology may be useful for other organizations which are considering implementing open innovation approaches.     

Impact of tacit knowledge on customer loyalty

Tacit knowledge about customers held by contact personnel is a priority for better satisfying customer needs and creating added value. This research project seeks to develop a model to analyse the impact of tacit knowledge on loyalty for rural tourism lodgings. A questionnaire was applied to the clients of rural tourism lodgings who had either already consumed rural tourism services at least once or were then currently consuming such services. By applying structural equation models, the results demonstrate how tacit knowledge does improve the performance of employees in engaging in affective bonds and enables better understanding of the needs and expectations of customers. Furthermore, the results confirm how tacit knowledge about customers represents a resource able to promote customer loyalty and thus a very strong potential source of competitive advantage.     

The Price Relevance of Fiscal Developments

We use Seemingly Unrelated Regressions Estimation methods to assess the link between prices, bond yields and the fiscal behavior. A first equation determines the country-specific cost of government financing via the long-term government bond yield, as a function of budget balance positions. A second equation links the price level to the cost of government financing. Our results for 15 EU countries in the period 1980Q1–2013Q4 show that improvements in the fiscal stance lead to persistent falls in sovereign yields; higher sovereign yields are reflected in upward price movements; improvements in the fiscal stance in recession times lead to short-term decreases in yields and better fiscal stance in expansions induce downward movement in bond yields only after 8 quarters.