Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions

Does improving employee happiness affect customer outcomes? The current study attempts to answer this question by examining the impact of employee satisfaction trajectories (i.e., systematic changes in employee satisfaction) on customer outcomes. After accounting for employees’ initial satisfaction levels, the analyses demonstrate the importance of employee satisfaction trajectories for customer satisfaction and repatronage intentions, as well as identify customer-employee contact as a necessary conduit for their effect. From a macro perspective, employee satisfaction trajectories strongly impact customer satisfaction for companies with significant employee–customer interaction, but not for companies without such interaction. From a micro perspective, employee satisfaction trajectories influence customer repatronage intentions for frequent customers, but not for infrequent customers. These effects are robust to controlling for previous customer evaluations and recent employee evaluations. Overall, these findings extend the dominant view of examining static, employee satisfaction levels and offer important implications for the management of the organizational frontline.

     

Who Uses Facts Up Front? A Baseline Examination of Who is Using Standardized Front‐of‐Package Nutrition Disclosures

The Facts Up Front front‐of‐package (FOP) nutrition system is currently displayed on packaged foods in the United States. This initiative is being implemented by more than 50 manufacturers, retailers, and wholesalers in the United States on their branded and private‐label packaged food products. The in‐store presence of Facts Up Front is supported by a recently launched consumer education campaign. This study employs a sample of 1,400 female primary household shoppers with children, with oversamples of Hispanic and African American ethnic subgroups, to examine initial awareness and evaluations of Facts Up Front. Results show that Hispanics are more aware of and engaged with Facts Up Front than Caucasians. African Americans report higher levels of engagement and understanding of Facts Up Front vs. Caucasians. Importantly, Hispanic and African American mothers also report using this FOP system to make decisions. Based on these findings, important implications are offered for consumer welfare and public policy.     

To What Extent is Business Responding to Climate Change? Evidence from a Global Wine Producer

Most studies on climate change response have examined reductions in greenhouse gas (GHG) emissions. Yet these studies do not take into account ecosystem services constraints and biophysical disruptions wrought by climate change that may require broader types of response. By studying a firm in the wine industry and using a research approach not constrained by structured methodologies or biased toward GHG emissions, the findings suggest that both “inside out” and “outside in” actions are taken in response to climate change. While attempts are made by the firm to curtail and reverse climate change through management of carbon emissions, evidence suggests a clear pattern of actions designed to adjust to the adverse consequences of climate change as well. The results both confirm and extend previous findings and suggest that the level and breadth of response to climate change is shaped by situated attention, structural controls, and industry type.     

Sustainability： Corporate Responsibility for the Future Classroom

The machinery, equipment, inventory, and other assets of the 21 st century company without people to work them. Corporations, by leave of the accounting profession, have no real economic value continue to omit the value of human. And yet, there is a growing realization that people represent the largest proportion of corporate productive capacity relative to the current assets and fixed assets shown in corporate financial statements. This paper provides research on the top 50 of the Fortune 500 companies which confirm this material deficiency. There is a need to provide stakeholders with a ＂fair＂ knowledge of the value of corporate human capital to provide a higher standard of transparency and accountability in international financial reporting and to provide the basis for research into the sustainability and potential expansion of growth in the world economy. An appropriate standard for the valuation of human capital will provide the knowledge base for effective and efficient investment in human capital. Effective and efficient investment will be particularly valuable for governments and service industries and for those who wish to promote growth in Europe. Indeed, the Organization for Economic Cooperation and Development （OECD） is questioning the veracity of financial statements which fail to include ＂the most valuable＂ of corporate assets in their financial statements. Recently, the OECD has noted that human capital may be measurable ＂by the output potential of specific competencies＂; ＂the fruits of （corporate） investment＂; the objective measurement of the market ＂rental＂ price of human capital; and lastly, perhaps self-evident when it comes to physical capital, the output potential of corporate investment in their human capital inventory. This paper considers the conditions in the context of literature which reassesses theory and assumptions which have been made on the valuation of human capital. Human capital is a pre-requisite for tangible assets to be productive. The valuation of human capital will trigger the same sort of activity-based analysis of people power as computers brought to cost accounting. The knowledge century analysis of people power will take off when human capital is at last included in the list of assets on the corporate balance sheet.     

Why strategists shun technologists

A model of computer-integrated manufacturing as the integration of strategy, implementation and innovation is presented. Strategy emphasizes a clear understanding of the objectives and goals of the organization. Strategy can be understood in terms of the interaction between product and process strategies, critial success factors and product life-cycle. Implementation stresses an iterative incremental process based on strategy, user involvement and tolerance. Innovation is the result of a successfully implemented strategy. It is both organizational learning and change.     

Ethnic Identity in Advertising: A Review and Meta-Analysis

The corpus of research on ethnic identity in advertising indicates that (1) ethnic identity influences commonly examined attitudinal and purchase-intention outcomes, and (2) attitudes toward both the actor(s)/model(s) and the ad moderate attitudes toward brands depicted in ethnically resonant ads. Individual studies often differ by measurement type (i.e., single-item measure versus multi-item scale), study design (i.e., experiment versus survey), and diversity of respondent sample. Seemingly, ethnic-identity effects are greater for studies that relied on single-item measures, experimental designs, and more diverse samples. Implications and future research directions are suggested.     

Innovation,consumption and services: encapsulation and the combinatorial role of services

This article explores a phenomenon termed here as ‘encapsulation’. Part of this process is the trend in secondary (manufacturing) and primary (agricultural and resource-based) companies towards providing service products that are related to the goods they produce. The study attempts a more distinctive approach of considering the innovation process within services by considering the issue of service consumption, both in combination with manufactured goods and separately on their own (associated with the issue of utility in consumption process). It also analyses the life span of consumption and use are considered; with analysis moving away from the perspective of a single act of consumption towards the ongoing use and utility of the service (or good with it) being consumed.     

Unemployment Insurance and the Business Cycle: What Adjustments are Needed?

During the 2007–2011 economic downturn, the duration that one could collect unemployment insurance (UI) in the United States increased to an unprecedented 99 weeks, and the UI benefit amount increased by $25. This article explores the policy of increasing the generosity of UI during recessions using a model that accounts for the insurance and moral hazard implications of UI as well as the program's impact on job creation. When limited to adjusting the duration of benefits, a more generous UI system is optimal. However, due to UI's negative impact on job creation and the increased cost of providing benefits when unemployment is high, the optimal extension is just 1.3 months. When the government adjusts both the benefit amount and its duration, the optimal policy during downturns is a reduction in the replacement rate. This mitigates the decline in job creation and funds a UI extension of 4.3 months.     

Mind the Gap: Information and Communication Technologies,Knowledge Activities and Innovation in the Pharmaceutical Industry

The paper explores the specific challenges facing the pharmaceutical industry regarding the exploitation of information and communication technologies (ICTs) in the context of developing new frameworks supporting knowledge activity and the wider innovation process. The paper seeks to provide a framework to view these changes but also highlights gaps in our current conceptualization of the role of ICTs in facilitating and effecting change within the pharmaceutical industry.