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.

     

Text and metatext in the resource‐based view

This paper distinguishes between text and metatext in the resource‐based view (RBV) – that is, the actual words and logic fundamental to the RBV (the text) and the traditions, interpretations and applications of the theory (the metatext). It argues that Kaufman's ( 2015 ) criticism of the RBV as applied to strategic human resource management actually focuses on RBV metatext and not text. Indeed, unlike some RBV metatext, RBV text actually has a great deal to say about research and practice in strategic human resource management.     

The effect of CEOs on firm performance

The extent to which CEOs influence firm performance is fundamental to scholarly understanding of how organizations work; yet, this linkage is poorly understood. Previous empirical efforts to examine the link between CEOs and firm performance using variance decomposition, while provocative, nevertheless suffer from methodological problems that systematically understate the relative impact of CEOs on firm performance compared to industry and firm effects. This study addresses these methodological problems and reexamines the percentage of the variance in firm performance explained by heterogeneity in CEOs. The results of this study suggest that in certain settings the ‘CEO effect’ on corporate‐parent performance is substantially more important than that of industry and firm effects, but only moderately more important than industry and firm effects on business‐segment performance. Copyright © 2008 John Wiley & Sons, Ltd.     

Quality indicators for academic nursing primary care centers

ANCs, by definition, deliver more than clinical services to patients and communities. The unique identifier that separates ANCs from other primary care/ambulatory care centers is the educational service they offer to students and other faculty in the school of nursing to which they belong. Therefore, measuring the quality of an ANC must include a measurement of the educational properties that it possesses in addition to the usual quality measurements by such organizations as AAAHC, JCAHO, CHAP, and AAACN. Unless these properties are included and measured by an ANC, it becomes difficult to justify the existence of such a clinic within a school of nursing. ANCs are encouraged to develop quality evaluation programs aimed at evaluating the educational aspects as well as the administrative and clinical aspects of their operations.     

Using FTE and RVU performance measures to assess financial viability of academic nurse-managed centers

Financial performance measures are essential to improve the fiscal management of academic nurse-managed centers (ANMCs). Measures are compared among six ANMCs in a consortium and against an external, self-sustainable, profitable ANMC and national data for family practice physicians. Performance measures help identify a center's strengths and weaknesses facilitating the development of strategies aimed at a variety of targets (business practices related to revenue and costs) to improve financial viability. Using a variety of financial performance measures to inform decision making will aid ANMCs in keeping their doors open for business.     

Ease of reading of mandatory information on Canadian food product labels

Food product labels present individual product information, safety, nutrition, electronic inventory, container and environmental information, in various formats, languages and images. Some information is mandatory; much is promotional. The food label is an essential tool for regulators of safe food handling, nutrition policy and fair competition. Mandatory information on food labels in Canada is required to be presented in both English and French, readily discernable, prominently displayed and legible. This study examines the ease of finding and reading of mandatory label components on selected Canadian food products. A validated typographical scoring system assessed the lists of ingredients on a purposive sample of 100 food labels representing foods in all groups in Canada's Food Guide. Seven percent of the ingredient lists were easy to read; 26% were difficult to read and 67% were very difficult to read. Well‐educated resourceful readers in consumer focus groups examined food labels for key elements that influence ease of finding and reading information. Focus groups and typographical scoring identified: colour contrast, case, print style, print size, space between the lines, reverse print, organization, justification, type of surface, hyphenation and print reproduction as factors that affect ease of reading. Print that curves around a container, lack of paragraphing or point form organization make reading difficult; text blocks at right angles to each other make comparisons difficult; separation of the nutrition facts table from the list of ingredients makes decision making tedious. Inadequate spacing between lines of print creates problems for readers of English and exacerbates problems for readers of French. Words placed over illustrations, busy backgrounds or watermarks increase reading difficulty. Hazard statements, instructions and storage information imbedded in other information without added space or appropriate heading is difficult to find and read. Canadian consumers echo consumers in 28 European countries who find label information difficult to find and to read and want clear guidelines/regulations on the placement and the typography of mandatory food label components     

Inducing Corporate Social Responsibility: Should Investors Reward the Responsible or Punish the Irresponsible?

Journal of Business Ethics - Investors with a pro-social or sustainability agenda increasingly attempt to influence firm managers to adopt socially responsible behavior, either through...