Effects of perceived cost,service quality,and customer satisfaction on health insurance service continuance

This paper aims to contribute to the universal discourse on financial services continuance behavior by examining the impact of service cost on customers’ service-quality perception and service continuance intention. It presents the results of an empirical study that has explored the impacts of service cost, service quality, and customer satisfaction on health insurance customers’ behavioral intention toward continuing or discontinuing with their service providers. Very few studies had examined the impact of service cost on service-quality perception. Our study attempts to fill that gap. A sample of 820 customers was surveyed, and 624 usable responses were analyzed with ANOVA, standard multiple regression, and logistic regression. Our findings indicate that, although highly satisfied health insurance customers will most likely retain their current service providers, customer dissatisfaction does not necessarily lead to discontinuance. Our results also provide some operational implications for health insurance managers, with strategies for reducing attrition and improving customer retention.     

Detroit’s Municipal Bankruptcy: Racialised Geographies of Austerity

ABSTRACT

Urban geographer Jamie Peck theorises austerity urbanism as a dominant state practice of financially ‘restructuring’ the fiscal agendas of local governments in order to reduce government budget deficits in times of economic recessions. This project seeks to investigate the role of race in the context of austerity urbanism in Detroit following the subprime mortgage crisis in 2008. What is clear is that subprime lending in Detroit was explicitly a raced event. Analysis of austerity politics in Detroit demonstrates that the city is clearly spatially divided along racialised lines. Black city pensioners, former public sector employees, and ‘deliquent taxpayers’ were blamed for Detroit’s municipal bankruptcy in narratives centering on their bloated and generous benefits during the city’s financial decline. The policy outcomes of austerity programmes during the city’s financial crisis impacted racialised, poor communities, specifically the outcomes of privatising the city’s water services that led to state-sanctioned water shut-offs. This paper explores the ways in which race figures in the causes (race-based credit redlining/subprime super-inclusion lending practices) in the way the crisis was narrated to wrongly apportion blame to the racialised poor and city pensioners, and in the effects of the crisis, where water shut-offs wrought punishment on the racialised poor.     

Advancing the Business and Human Rights Agenda: Dialogue,Empowerment, and Constructive Engagement

As corporations are going global, they are increasingly confronted with human rights challenges. As such, new ways to deal with human rights challenges in corporate operations must be developed as traditional governance mechanisms are not always able to tackle them. This article presents five different views on innovative solutions for the relationships between business and human rights that all build on empowerment, dialogue and constructive engagement. The different approaches highlight an emerging trend toward a more active role for corporations in the protection of human rights. The first examines the need for enhanced dialogue between corporations and their stakeholders. The next three each examine a different facet of empowerment, a critical factor for the respect and protection of human rights: empowerment of the poor, of communities, and of consumers. The final one presents a case study of constructive corporate engagement in Myanmar (Burma). Altogether, these research projects provide insight into the complex relationships between corporate operations and human rights, by highlighting the importance of stakeholder dialogue and empowerment. All the five projects were presented during the Second Swiss Master Class in Corporate Social Responsibility, held in Lausanne, Switzerland on December 12, 2008. The audience for this conference, which examined business and human rights, was composed of researchers, governmental representatives, and business and non-governmental organization practitioners.     

Keeping it off the books: an empirical investigation of firms that engage in tax evasion

This article uses a unique dataset that contains detailed information on firms from around the world to investigate factors that affect under-reporting behaviour. The empirical strategy employed exploits the nature of the dependent variable, which is interval coded, and uses interval regression which provides an asymptotically efficient estimator provided that the classical linear model assumptions hold. These assumptions are investigated using standard diagnostic tests that have been modified for the interval regression model. Evidence is presented that shows that the firms in all regions engage in under-reporting. Regression results indicate that government corruption has the single largest causal effect on under-reporting, resulting in the percentage of sales not reported to the tax authority being 51.3% higher. Taxes have the second single largest causal effect on under-reporting, resulting in the percentage of sales not reported to the tax authority being 18.0% higher, followed by access to financing at 8.9% higher and organized crime at 7.6% higher. Inflation, political instability, exchange rates and the fairness of the legal system were found to have no effect on under-reporting. It is also found that there is a significant correlation between under-reporting and the legal organization of the business, size, age, ownership, competition and audit controls.     

Ethical Transparency and Economic Medicalization

This article introduces the concept of economic medicalization where non-medical problems are transformed into medical problems in order to achieve the objective of corporate shareholder wealth maximization. Following an overview of the differences in ethical norms applicable to medical ethics and business ethics, the economic medicalization of medical research practice and publication is examined in some detail. This motivates a general discussion of the problems involved in the ethical approval process for medical research that balances the interests of both business and government in the market for medical products and services.     

Workplace contextual supports for LGBT employees: A review,meta‐analysis,and agenda for future research

The past decade has witnessed a rise in the visibility of the lesbian, gay, bisexual, and transgender (LGBT) community. This has resulted in some organizational researchers focusing their attention on workplace issues facing LGBT employees. While empirical research has been appropriately focused on examining the impact of workplace factors on the work lives of LGBT individuals, no research has examined these empirical relationships cumulatively. The purpose of this study was to conduct a comprehensive review and meta‐analysis of the outcomes associated with three workplace contextual supports (formal LGBT policies and practices, LGBT‐supportive climate, and supportive workplace relationships) and to compare the relative influence of these workplace supports on outcomes. Outcomes were grouped into four categories: (a) work attitudes, (b) psychological strain, (c) disclosure, and (d) perceived discrimination. Results show that supportive workplace relationships were more strongly related to work attitudes and strain, whereas LGBT supportive climate was more strongly related to disclosure and perceived discrimination compared to the other supports. Our findings also revealed a number of insights concerning the measurement, research design, and sample characteristics of the studies in the present review. Based on these results, we offer an agenda for future research.     

Popular Urbanization: Conceptualizing Urbanization Processes Beyond Informality

This article introduces the concept of popular urbanization to describe a specific urbanization process based on collective initiatives, self-organization and the activities of inhabitants. We understand popular urbanization as an urban strategy through which an urban territory is produced, transformed and appropriated by the people. This concept results from a theoretically guided and empirically grounded comparison of Mexico City, Istanbul and Lagos. Based on postcolonial critiques of urban theory and on the epistemologies of planetary urbanization, we bring urbanization processes in these urban regions into conversation with each other through a multidimensional theoretical framework inspired by Henri Lefebvre focusing on material interaction, territorial regulation, and everyday experience. In this way, popular urbanization emerged as a distinct urbanization process, which we identified in all three contexts. While this process is often subsumed under the broader concept of ‘urban informality’, we suggest that it may be helpful to distinguish popular urbanization as primarily led by the people, while commodification and state agencies play minor roles. As popular urbanization unfolds in diverse ways dependent upon the wider urban context, specific political constellations and actions, it results in a variety of spatial outcomes and temporal trajectories. This is therefore a revisable and open concept. In proposing the concept of popular urbanization for further examination, we seek to contribute to the collective development of a decentered vocabulary of urbanization.     

The Political Economy of Medical Marijuana Laws Revisited

Atlantic Economic Journal -