The quality improvement customers didn't want

Is investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine busywork, freeing staff up for other interactions with patients. It seems as if the competition hasn't even cut staff and is counting on increased customer retention to pay for the investment. And yet, Quality Care's surveys of its own customers show that they prefer the human touch when checking in. How would customers feel if the first ?person? they met when they came in the door turned out to be a machine? Moulter prides himself on his responsiveness to customers. And with 86% of Quality Care's customers either satisfied or completely satisfied, aren't things fine as they are? Has Moulter considered all the facets of his predicament? How will Quality Care's staff be affected by a decision one way or another? What about the costs of upgrading the system? Can Quality Care maintain its standing without going high-tech? Would customers rebel when confronted with the proposed reception area or would they appreciate the increased efficiency? Six experts weigh the costs and benefits of technology in a service industry.     

Content analysis of fake consumer reviews by survey-based text categorization

As the influence of online consumer reviews grows, deceptive reviews are a worsening problem, betraying consumers' trust in reviews by pretending to be authentic and informative. This research identifies factors that can separate deceptive reviews from genuine ones. First, we create a novel means of detection by contrasting authentic versus fake word patterns specific to a given domain (e.g., hotel services). We use a survey on a crowdsourcing platform to obtain both genuine and deceptive reviews of hotels. We learned the word patterns from each category to discriminate genuine reviews from fake ones for positively and negatively evaluated reviews, respectively. We show that our All Terms procedure outperforms current benchmark methods in computational linguistics and marketing. Our extended analysis reveals the factors that determine fake reviews (e.g., a lack of details, present- and future-time orientation, and emotional exaggeration) and the factors influencing people's willingness to write fake reviews (including social media trust, product quality consciousness, deal proneness, hedonic and utilitarian consumption, prosocial behavior, and individualism). We also use our procedure to analyze more than 250,000 real-world hotel reviews to detect fake reviews and identify the hotel and review characteristics influencing review fakery in the industry (e.g., star rating, franchise hotel, hotel size, room price, review timing, and review rating).     

On Some Characteristics of Gaussian Covariance Functions

The concepts of isotropy/anisotropy and separability/non‐separability of a covariance function are strictly related. If a covariance function is separable, it cannot be isotropic or geometrically anisotropic, except for the Gaussian covariance function, which is the only model both separable and isotropic. In this paper, some interesting results concerning the Gaussian covariance model and its properties related to isotropy and separability are given, and moreover, some examples are provided. Finally, a discussion on asymmetric models, with Gaussian marginals, is furnished and the strictly positive definiteness condition is discussed.     

Small Firm Investment and Financing Decisions: An Option Value Approach

This paper reviews and discusses recent developments undergone by investment theory, and tries to address both financial and real decisions within an uncertain environment, here, the Italian economy. According to the recent "option value" approach to investment, if differing degrees of reversibility characterize the accumulation process by groups of firms (small and larger firms), we should expect their investment decisions to differ under uncertainty. On the other hand, asset reversibility has an influence on firm financing policy, given the observed relationship between asset and liability composition. Assuming a different degree of investment reversibility for small and larger firms, we explore how they react to interest rate uncertainty using the Italian experience during the 1980s as a benchmark. The main result of this paper is that interest rate uncertainty exerts a negative influence on firms' investment demand. The relationship is stronger for large firms than for small firms. Another result is that firm leverage also shows a negative relationship with interest rate uncertainty.     

Financial systemic risk: Taxation or regulation?

This paper describes financial systemic risk as a pollution issue. Free riding leads to excess risk production. This problem may be solved, at least partially, either by financial regulation or by taxation. From a normative viewpoint, taxation is superior in many respects. However, reality shows that financial regulation is adopted more frequently. This paper makes a positive, politico-economic argument. If the majority chooses regulation, the level is likely to be too harsh. If it chooses taxation, then the level is likely to be too low. Due to regressive effects, a tax on financial transactions receives low support from a majority of low polluting portfolio owners. The same kind of majority may strategically choose regulation in order to burden the minority with a larger share of the cost of reducing systemic risk.     

Exploring costs and benefits of compliance with HACCP regulation in the European meat and dairy sectors

A Hazard Analysis and Critical Control Point (HACCP) Program was introduced as a mandatory measure in the EU in the 1990s. Despite its impact on the food industry, only limited literature addresses the issue of cost and benefits of HACCP at the firm level in Europe. This paper illustrates the results of a pilot study on case studies in Italy, UK and The Netherlands, providing a first assessment of the order of magnitude of costs of compliance and a qualitative illustration of the main benefits perceived by producers.     

Exploring governance of the new European Banking Authority—A case for harmonization?

In the context of the proposed EU financial supervisory reforms, this paper focuses on the governance of the network of national supervisory banking agencies and the newly established Community supervisor (European Banking Authority, EBA). We assess to what extent lack of governance convergence nationally and with EBA could undermine the incentives for cooperation among supervisors. Convergence should particularly focus on (i) the issue of the presence of politicians on decision-making bodies; (ii) the need for clearly defining dismissal procedures of heads of supervision; (iii) autonomy from government in regulatory matters; (iv) supervisory autonomy in matters of licensing and withdrawing licenses; (iv) mechanisms for judicial accountability; (v) legal protection for supervisors handling in good faith. In the absence of full centralization of prudential supervision, early harmonization of national governance arrangements towards best practice would better align supervisors’ incentive structures and, hence, be beneficial for the effectiveness of European supervision.     

Considerazioni generali sull’impostazione Bayesiana di problemi non parametrici. Le medie associative nel contesto del processo aleatorio di Dirichlet parte II

Nei problemi statistici non parametrici la conoscenza della distribuzione iniziale e finale di una generica media associativa si manifesta particolarmente utile. Se la classe delle possibili funzioni di ripartizione scelte per descrivere un fenomeno è retta da un processo di Dirichlet nel senso precisato in D. M. Cifarelli — E. Regazzini (1979), è possibile pervenire ad una rappresentazione esplicita della distribuzione iniziale e ad una relazione ricorrente per il calcolo della distribuzione finale di una generica media associativa, secondo quanto si dimostra in questo lavoro. Lavoro eseguito nell’ambito G.N..F.A. del C.N.R.. A D.M. Cifarelli sono dovuti: i Lemmi 1, 4, i Teoremi 1, 2 ed il numero 3. Ad E. Regazzini sono dovuti: i Lemmi 2, 3, 7, il Teorema 3, il numero 2.3 e le Osservazioni 1, 2. La Parte I è stata pubblicata in questo periodico Anno 2°, Fasc. 1°.     

An empirical analysis of the relationship between university investments in Technology Transfer Offices and academic spin‐offs

The aim of this paper is to analyze the role of university Technology Transfer Offices (TTOs) in contributing to the creation and the performance of academic spin‐offs (ASOs). More specifically, it investigates the relationship between resources invested in TTOs in term of employees and the creation and growth of ASOs. The empirical analysis refers to Italy, where since 1999 academicians have been allowed to be actively involved in setting up companies for the ‘industrial use of research’. We used data on ASOs and resources invested by Italian universities in TTOs during the 2002–2011 period to investigate if and to what extent such investments contributed to the birth and growth of ASOs. We also controlled the results using information on university and on local context, in which university is located. The results of the empirical analysis show that in a first phase academicians reacted more promptly than universities to the opportunities offered by the new legislation, which may in part be due to the organizational rigidity that characterizes Public Administration in Italy. However, the empirical analysis also shows that after this initial phase the size of the TTOs (in terms of employees) has had a positive influence on the number of new ASOs (i.e. birth), but not on the performance of ASOs (i.e. growth), which is influenced by both long‐term investments in research (i.e. the quality of research results) and other variables linked to the regional and national contexts, such as the presence of incubators or the level of economic development. Our results regard a widely studied topic and should provide incremental findings for the community of entrepreneurship scholars and relevant implications for policy makers and TTO managers.     

Understanding wage restraint in the German public sector: does the pattern bargaining hypothesis really hold water?

German public sector wage restraint has been explained through the presence of a specific type of inter-sectoral wage coordination in the industrial relations system—that is, export sector-led pattern bargaining. First, as a literature-assessing exercise, this paper reviews the literature in industrial relations and comparative political economy (CPE) and finds that (i) the origins and mechanics of inter-sectoral wage coordination through pattern bargaining have never been laid out clearly; (ii) that the mechanisms of the pattern bargaining thesis have never been tested empirically; and (iii) that the CPE literature reveals an export-sector bias. Second, as a theory-testing exercise, hoop tests are performed to verify the pattern bargaining hypothesis. The key finding is that Germany cannot be considered a case of export sector-driven pattern bargaining, opening a new research agenda for the study of public sector wage setting centred on public sector employment relations, public finance, public administrations and the politics of fiscal policy.