Recognition in India’s new service professions: gym trainers and coffee baristas

ABSTRACT

How do employees in “new services”, such as coffee baristas and gym trainers in India, see their jobs? In this paper, we build on extensive fieldwork in gyms and coffee chains that cater to the emerging Indian middle classes. Our research highlights the importance of respect and recognition in making service interactions more meaningful for new service workers. Generally hailing from the lower middle classes, new service work offers important opportunities to interact with and learn from English-speaking upper middle-class customers and clients. Besides the opportunity to interact and learn, the acknowledgement they receive for their skills and (bodily) accomplishments make such professions attractive as well. Even if this holds the potential for upward socioeconomic mobility, our findings also point at the resilience of social hierarchies. Drawing on literature on service interactions and new middle-class formation in India, this paper provides important insight into how young Indians navigate and negotiate the opportunities and pitfalls that come with the country's changing socioeconomic landscape.     

Private label shoppers between fast fashion trends and status symbolism – A customer characteristics investigation

The question who the private label prone consumer is has received a lot of attention in research. While we so far have a good understanding of the private label shopper in the grocery industry, there is limited research in other industries. We assess private label shopper characteristics as a driver of private label choice using a unique data set of an online only fashion retailer covering 68,147 women shoes consumers in Germany. Fashion consumers are faced with a tradeoff between price and seasonality of fashion items as discounts are used to sell last season's stock. We find that private label choice is positively influenced by price orientation and less by discount proneness. Thus, private label shoppers are rather a fashion savvy segment focusing on buying more in season but at a lower price.     

Can gamification increases consumers’ engagement in fitness apps? The moderating role of commensurability of the game elements

Many app firms have adopted gamification, aiming at making consumers more engaging and loyal. Given the ambivalent evidence on the effectiveness of gamification, this study proposes that the effectiveness of gamification is moderated by the types of game elements, i.e., commensurate and incommensurate. Commensurate elements, such as points, are directly associated with performances such as step counts, and may be perceived by consumers as external incentives to their efforts; whereas incommensurate elements, such as “likes”, are not directly related to performances, and may be considered as avenues to satisfy psychological needs, leading to stronger intrinsic motivation. Results from a longitudinal field study confirm that compared with apps using commensurate elements, apps using incommensurate elements can better help increase intrinsic motivation and further enhance engagement and loyalty.     

Sustainable growth for the self-employed in the retail industry based on customer equity,customer satisfaction,and loyalty

In Korea, traditional retail districts face a serious situation whereby businesses in downtown areas face collapsing as local population declines: resulting in a decrease in self-employed sales and a declining local economy. Traditional retailers use ambiguous accounting and are reluctant to use credit cards, and thus, the overall reliability of their customer data is low. This paper solves this problem by applying the concept of customer equity (CE). We conducted an empirical analysis through questionnaires to identify differences in CE between traditional and new retail formats. The questionnaire consisted of questions related to CE (value equity, brand equity, relation equity), satisfaction, loyalty, and demographic characteristics. CE and satisfaction were measured on a 5-point Likert scale. A total of 400 surveys were completed, resulting in 391 usable returns for analysis in this study. In the regression analysis between CE and customer satisfaction, both old and new retail firms showed statistically significant effects. In the traditional retail industry, value equity and brand equity were statistically significant, while relation equity were not.     

Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors

Service businesses are increasingly facing more demanding customers as a result of a shift in power from the service providers' side to the customers' side. Related literature predominantly examines the negative side of this ongoing trend, while overlooking the positive side. The major aim of this paper is to examine how frontline employees — investment account managers — deal with the ongoing increase in customer demandingness. To address this, we draw on adaptability performance theory to test the facilitating effect of frontline employees' post-transaction service behaviors (SBs) — diligence, inducements, information communication, sportsmanship, and empathy — as a means of adaptation to higher levels of customer demand. Findings indicate that frontline employees adapt most of their SBs' intensities to match customers' demands. The results show that some SBs actually increase the effectiveness and efficiency of frontline employees' service performance, leading to an increase in customer value and satisfaction. Customer value is found as a mediator in some of the relationships between SBs and customer satisfaction. Contrary to the conception of the negative outcomes of customer demandingness, service firms need to consider taking advantage of customer demandingness by stressing the role of frontline employees in adapting to customers’ demands.     

政府补贴、国际知识产权保护与企业创新——来自战略性新兴产业上市公司的证据

政府补贴对企业创新的影响存在争议,在美国重点打击中国战略性新兴产业的背景下,补贴这一产业政策的有效性再次引起热议。本文以2012-2017年沪深A股战略性新兴产业上市公司为样本,研究在国际知识产权保护加强的背景下政府补贴对战略性新兴产业创新绩效的影响。研究发现:中国政府实施的补贴政策有利于促进战略性新兴产业创新,但国际知识产权保护加强约束了中国政府补贴的规模和空间,从而抑制了补贴政策对战略性新兴产业创新的激励作用;此外,基于企业和产业异质性视角,国际知识产权保护的加强主要抑制了补贴对国有企业、内资企业和新材料产业创新的促进作用。进一步完善补贴政策和国内的知识产权保护制度,有利于提升中国在构建国际经济新秩序中的话语权。     

“三链对接,双元协同,多方共享”的产教融合育人平台的搭建与实践

针对目前职业教育产教融合综合指数不高、学生硬核实力与实际岗位脱节、教师四大职能与行业企业实践脱节以及育人目标与产业需求存在“隐形壁垒”等问题,对接产业链、人才链和创新链,校企双方从专业组建、基地建设、课程开发、技术创新、团队打造、人才培养等方面协同共建,构建了多方共享的产教融合育人平台,打造产教融合型的命运共同体。     

医疗器械产业创新集群的现状及路径研究——以宁波市为例

产业集群能提高企业、区域和国家竞争力。当前以产业创新集群为代表的新一轮产业集群正在各地兴起。通过行业融合、知识外溢和集体行动，产业创新集群促进相关企业和支持性机构紧密互动而加速创新。医疗器械产业科技含量高，创新性强，是当前少数几个涉及学科最多的产业之一。以医疗器械产业为研究对象，从集群和区域创新发展的要义出发，挑选宁波地区的医疗器械行业，测算其行业集中度和产业集群效应，提出提升医疗器械行业集群度，激发产业创新集群活力的对策建议。     

Challenges in the Portuguese textile and clothing industry: a fight for survival

The Portuguese textile and clothing industry thrived after 1960, when Portugal joined the European Free Trade Association, and it has been an important industry in Portugal in terms of value added, employment, and exports. Nevertheless, the industry has experienced significant challenges with the final integration of the apparel and textile industry into GATT on 1 January 2005, as well as the admission of relatively low-wage Bulgaria and Romania into the European Union in 2007. This paper describes recent trends in the industry between 1995 and 2016, including a substantial decrease in output after 2005 and recovery in recent years. In addition, a translog cost function is used to examine the existence of economies of scale, the relationships among inputs, and the effects of the 2005 GATT entry on the industry’s costs. The findings include strong evidence of economies of scale, consistent with the many small and mid-sized enterprises in the Portuguese textile and clothing industry. The results are also consistent with capital and labour being complementary inputs, while other input pairs are substitutes. The entry into GATT may have had a negative impact on cost, though the evidence for that effect is weak.