Service Orientation: Its Impact on Business Performance in the Medical Service Industry

From the viewpoint of internal marketing, employees who are content in their job may be motivated to satisfy their customers better than ones who are not content. Another relevant premise is that the content employees, because of their work motivation, would eventually help improve the performance of their firm. To verify these relationships, some previous studies looked into the effects of organisational service orientation on employee's satisfaction. But only few of them investigated the mediating effects of variables such as service value and customer orientation for their role in linking service orientation to business performance. This study examines how an organisation's service orientation had an effect on its performance at hospitals. For this purpose, verification of the mediating role of service value perceived by employees as well as the role of customer orientation on the firm's performance was attempted. For this study, a total of 292 usable questionnaires were collected from hospital staffs located in metropolitan cities of Korea. The hypotheses concerning relationships among service orientation, service value, employee satisfaction and customer orientation were verified by covariance structural modelling, using SPSS 10.0 and AMOS 4.0 programs. The result is as follows. First, organisational service orientation had a positive effect on both employee satisfaction and service value perceived by hospital staff. Second, employee satisfaction had a positive impact on service value and customer orientation. Finally, service value as well as employee's customer orientation were found to exert positive influence on the medical firm's performance.     

Employment responses to aggregate and sectoral technology shocks

This paper investigates the responses of sectoral employment in US manufacturing to a technology shock by its type: aggregate or sectoral. In order to distinguish between aggregate and sectoral shocks, we construct independent VAR models for identifying each shock separately: a factor-augmented vector autoregression (FAVAR) for aggregate shocks and a sectoral SVAR for sectoral shocks. Our aggregate model in particular extends the conventional small-scale VAR to the FAVAR framework of Bernanke et al. (2005) so that it can address the potential bias from omitted variables. The main findings are as follows: most industries exhibit negative employment responses to an aggregate technology shock while exhibiting positive responses to a sectoral technology shock. By comparing our FAVAR framework with Chang and Hong’s (2006) small-scale VAR, we show that applying the FAVAR results in significant differences in the estimated responses to an aggregate technology shock. Real rigidities (such as slow diffusion of new technology or frictional labor reallocation), rather than nominal rigidities (such as sticky prices), are crucial in accounting for the cross-industry difference in employment responses. In particular, the slow diffusion of new technology is closely related to the sluggish response of sectoral employment.     

The privatization of Korea’s Incheon International Airport

This study looks at the possible effects of the planned privatization of Incheon International Airport, Korea. To accomplish this, it uses a Delphi analysis involving nearly 50 experts to assess six possible scenarios that, for example, look at airport strategy and planning, financial, operations and approach facilities, and fees.     

International reserves and swap lines: Substitutes or complements?

Developing Asia experienced a sharp surge in foreign currency reserves prior to the 2008–9 crisis. The global crisis has been associated with an unprecedented rise of swap agreements between central banks of larger economies and their counterparts in smaller economies. We explore whether such swap lines can reduce the need for reserve accumulation. The evidence suggests that there is only a limited scope for swaps to substitute for reserves. The selectivity of the swap lines indicates that only countries with significant trade and financial linkages can expect access to such ad hoc arrangements, on a case by case basis. Moral hazard concerns suggest that the applicability of these arrangements will remain limited. However, deepening swap agreements and regional reserve pooling arrangements may weaken the precautionary motive for reserve accumulation.     

A Taxonomy of Industries Based on Knowledge Flow Structure

With the advent of the knowledge-based economy, the inter-industrial flow of technological knowledge is reckoned as the principal determinant of national competitiveness. The mode of knowledge flows, however, is intractably complex. Taking it as a network, this paper aims at providing an inductive taxonomy of industries based on the knowledge flow structure and thus identifying the user-supplier relationship among industries in terms of knowledge diffusion. Some proxy indexes are developed first to measure the knowledge flows, then the interactive mechanism among industries is investigated by the network analysis and eventually a taxonomy of industries is presented according to the characteristics of respective industries. The taxonomic approach highlights the importance of inter-industrial knowledge management system that facilitates knowledge flows across industries based on the idiosyncratic features of respective industries.     

Adding a freight network to a national interstate input–output model: a TransNIEMO application for California

The state of the nation’s infrastructure is the subject of widespread discussion and comment because it is thought to include many deteriorating and unsafe bridges. Ever since the terrorist attacks of 9/11, there has been increasing concern over the extent to which an attack on infrastructure could result in serious economic disruption. This research develops a model to analyze the economic consequences of an attack on a major element of the highway network. We add a freight network to a national multiregional economic impact model and make freight traffic flows endogenous. The use of a sub-national interstate model recognizes that most infrastructure planning is at the state level and most political leaders’ interest is local. We base our approach on the National Interstate Economic Model (NIEMO) and refer to an elaboration that we name Transportation network and the National Interstate Economic Model (TransNIEMO). The new model enables us to study the state-specific and industry-specific economic impacts of some significant changes in the nature of highway freight movements. We tested the model for selected freight movements in and out of California. The results are entirely plausible and encourage us to elaborate and test the model for hypothetical disruptions of freight traffic throughout the US.     

Information direction, website reputation and eWOM effect: A moderating role of product type

This article examines how the electronic word of mouth (eWOM) information direction (positive vs. negative) and a website's reputation (established vs. unestablished) contribute to the eWOM effect. The article describes a study focusing on the moderating role of the product type (search vs. experience). The results of the experiment show that the eWOM effect is greater for negative eWOM than for positive eWOM, greater for established websites than for unestablished websites, and greater for experience goods than for search goods. The results support the moderating effects of product type on the eWOM information direction-website reputation-eWOM effect relationship. The impact of negative eWOM on the eWOM effect is greater for experience goods than for search goods. Similarly, the impact of website reputation on the eWOM effect is greater for experience goods than for search goods. The findings provide managerial implications for an Internet marketing strategy.     

CEO career horizon,corporate governance,and real options: The role of economic short‐termism

Research Summary: Combining studies on real options theory and economic short‐termism, we propose that, depending on CEOs’ career horizons, CEOs have heterogeneous interests in strategic flexibility, and thus, have different incentives to make real options investments. We argue that compared to CEOs with longer career horizons, CEOs with shorter career horizons will be less inclined to make real options investments because they may not fully reap the rewards during their tenure. In addition, we argue that long‐term incentives and institutional ownership will mitigate the relationship between CEOs’ career horizons and real options investments. U.S. public firms as an empirical setting produced consistent evidence for our predictions. Our study is the first to theoretically explain and empirically show that a CEO's self‐seeking behavior will impact real options investments. Managerial Summary: This article helps to explain how a CEO's self seeking‐behavior may shape a firm's real option investment, which could result in different level of strategic flexibility. We argue that CEOs with short career horizons have less time to exercise their firms’ real options, which should lower the investments in the firms’ real options portfolios relative to CEOs with long career horizons. We study a sample of U.S. public firms and find strong evidence that a CEO's expected tenure in the firm is positively related to the real options investments at the firm level. We find that this agency issue can be mitigated by adopting appropriate corporate governance mechanisms such as long‐term incentives and institutional investors.     

Total factor productivity growth for 12 Asian economies: The past and the future

This study examines the importance of TFP growth in the long-term past and future economic growth of 12 Asian economies. We analyze the pattern of past growth based on a calculation of TFP growth, investigate the TFP dynamics by estimations of a TFP growth model, decompose the factors affecting TFP growth, and offer long-term projections of TFP growth. The main findings are as follows. First, results suggest that the growth accounting paradigm has shifted in the recent decade toward a productivity-based growth paradigm. Second, the catch-up effect is the major source of TFP growth in past decades, and the human capital contribution to TFP growth is gradually rising in Hong Kong, Korea, Singapore, and Taiwan in the most recent decade but is stagnated or weakened for other Asian economies. Third, the results project strong TFP growth for the two subperiods of 2010–2020 and 2020–2030 and thus suggest that the productivity-based growth will continue in the future long-term growth of the Asian economies.     

How does sales force automation influence relationship quality and performance? The mediating roles of learning and selling behaviors

Sales force automation (SFA) technologies are increasingly used to support customer relationship management strategies. However, previous studies have reported mixed results about the performances of SFA technologies. Therefore, this study seeks to further examine the impact of SFA usage on both customer relationship quality and sales performance. Additionally, the mediating roles of learning and adaptive selling behaviors on the outcomes of SFA usage are investigated. The results highlight the mediating role of salesperson learning and adaptive selling behaviors in the SFA usage and sales performance relationship. Especially noteworthy is the impact of learning through adaptive selling on those outcome variables. Implications for SFA research and practice that may further improve our understanding of this increasingly relevant topic are also offered.