When is Gibrat’s law a law?

The purpose of this article is to investigate if the industry context matters for whether Gibrat’s law is rejected or not using a dataset that consists of all limited firms in five-digit NACE-industries in Sweden during 1998–2004. The results reject Gibrat’s law on an aggregate level, since small firms grow faster than large firms. However, Gibrat’s law is confirmed about as often as it is rejected when industry-specific regressions are estimated. It is also found that the industry context—e.g., minimum efficient scale, market concentration rate, and number of young firms in the industry—matters for whether Gibrat’s law is rejected or not.     

Gibrat’s law and the learning process

This paper discusses the speed of convergence of small firms in the context of Gibrat’s law for manufacturing and service industries. We analyze unbalanced panel data from 139,922 firms belonging to the Spanish manufacturing and service industries between 1994 and 2002. The results show that small firms grow faster than large firms. The evidence supports the proposition that market structure affects the capacity of firms to grow. In particular, small firms in service industries do not grow as quickly as small firms in manufacturing industries. This is mainly due to the lower medium efficient size (MES) in the service industries diminishing the incentives to grow and the positive effect of MES on the speed of convergence.     

Gibrat’s law and persistence of growth in Greek manufacturing

This study makes use of a sample of Greek manufacturing firms during 1995–2001 in order to analyze Gibrat’s law. We find Gibrat’s law is rejected for the total sample of firms, since persistence of growth plays a key role. The classification of firms in size and age groups, however, yields more interesting results: Gibrat’s law is rejected for micro, small, and young firms, since an inverse relationship between firm growth and initial firm size is found along with a persistence of growth rates in subsequent periods. In contrast, Gibrat’s law is accepted for medium, large, and old firms, implying that the growth patterns of these categories follow a random walk and do not tend to persist in subsequent periods.     

The Validity of Gibrat’s Law: Evidence from Ecuadorian Service SMEs

The objective of this research is to analyze the relationship between size and growth through the validation of Gibrat's law. A sample of 17,082 Ecuadorian companies in the service sector is used for the period 2010–2015. The estimation method used is that of quantile regression for panel data; the results suggest that small companies grow faster than their larger counterparts. The results show that the growth, measured through sales and employment, of SMEs in the service sector in Ecuador is not independent of firm size and therefore does not correspond to a random process.     

Syrian Refugees and their re-entry to ‘normality’: the role of service industries

The paper analyzes data derived from an exploratory study based on interviews with 26 Syrian Refugees, indicating how they used past experiences and qualifications to obtain employment in the UK and Germany. The paper also describes in outline a chronology of escape, reaching Europe, traveling through Europe, and finally accessing a new ‘normality’ through obtaining employment in the service industries or continuing past study. Their stories are used to further theoretical components of resilience and associated concepts of adaptability and overcoming vulnerability. Reference is made to the structure of resilience and the role of social networks made more accessible via the use of smartphones and social media.     

In pursuit of service encounter quality: Will service-oriented high-performance work systems benefit high-contact service industries?

Integrating social exchange and psychological contract theories, this study examines how perceived service-oriented high-performance work systems (service-oriented HPWS) augment high-contact service organizations to improve their service encounter quality. In addition, it also tests the impact of psychological contract fulfillment, innovative work behavior, and prosocial service behavior as parallel and serial mediating variables in the relationship between service-oriented HPWS and service encounter quality. Using survey data collected in three-time lags from 394 full-time frontline employees and their customers across high-contact service contexts, direct and indirect effects of service-oriented HPWS on service encounter quality were tested employing structural equation modeling. The results revealed that service-oriented HPWS is positively associated with service encounter quality via psychological contract fulfillment, innovative work behavior, and prosocial service behavior. The study contributes to the extant literature by integrating social exchange and psychological contract theories in explicating the impact of service-oriented HPWS on service encounter quality.     

Metcalfe’s law: not so wrong after all

Briscoe et al. IEEE Spectrum, 43(7), 34–39 (2006) claim that Metcalfe’s law is “wrong”. One of their arguments is that “if Metcalfe’s Law were true, then two networks ought to interconnect regardless of their relative sizes”. This paper shows that this argument is flawed.     

Mobile application service networks: Apple’s App Store

In fast-moving and complex App Store, there is a need for exploring the content of mobile application services themselves. Thus, this research empirically analyzes the relationships among mobile application services to identify their structures and positions through a text-mining-based network analysis. Associations among categories and applications are visualized as macro-level category network and micro-level app network; network indexes gauge the structural properties and positional characteristics of each network. Mobile service categories are compared according to their values and grouped according to network properties using cluster analysis, offering implications for the sectoral characteristics of mobile services in App Store.     

Perceived Legitimacy of Executives Bonuses in Time of Global Crisis: A Mapping of Portuguese People’s Views

The present study aimed to explore and map the views of Portuguese laypersons regarding the legitimacy of bonuses for senior executives. Two hundred eight participants, with various levels of training in economics, were presented with a number of concrete scenarios depicting the circumstances in which senior executives have received bonuses of variable amounts, and they were asked to indicate the extent to which such bonuses may be considered as legitimate. The scenarios were created by varying four factors likely to have an impact on people’s views: (a) the extent to which the objectives fixed by the company have been met or not, (b) the global economic context in which the company has performed, (c) the availability of experienced senior executives in the sector under consideration, and (d) the amount of money that has been awarded, in terms of both the euros and multiples of the average worker’s pay. Five qualitatively different personal positions were found. The most common positions were that executive bonuses were either never legitimate (30 %) or not very legitimate (25 %). People without any background in economics were more likely to hold these views than people with a background in economics. The remaining 45 % of the participants supported the awarding of bonus, but their support was conditional, and the main condition was the extent to which the company’s objectives were met. Thus for most participants, the practice of awarding extra pay to senior executives was either (a) never legitimate, or (b) legitimate only when the company’s objectives have been attained, or (c) legitimate only when, even in a time of economic crisis, the company’s objectives have been surpassed.     

Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index

The assessment of patients’ satisfaction levels, and the knowledge of what factors influence satisfaction are very important for healthcare managers as it influences healthcare results and healthcare institutions financial results. The objective of this research is to analyse patients’ satisfaction levels in a set of four Portuguese primary Healthcare Centres, through the estimation of a satisfaction index, which simultaneously explains which dimensions of healthcare quality influence that satisfaction the most. For that, a conceptual model of patients’ satisfaction in primary healthcare was tested using data from a sample of 414 patients. Partial Least Squares path modelling (PLS) was the technique chosen to evaluate the proposed model. The results show that patients’ satisfaction is 60.887 in a scale from 1 to 100, revealing only a medium level of satisfaction. It is also possible to conclude that the most important positive effects on satisfaction are the ones linked to the patient/doctor relationship, the quality of facilities and the interaction with administrative staff, by this order.     

Perceived Acceptability of Organizational Layoffs and Job Alliances During a Recession: A Mapping of Portuguese People’s Views

The present study aimed to explore and map the views of Portuguese laypersons regarding the acceptability of downsizing and restructuring measures during a recession. Two hundred and seven participants with various levels of training in economics were presented with a number of realistic scenarios depicting various measures, and were asked to indicate the extent to which they considered them to be acceptable. The scenarios were created by varying three factors likely to have an impact on people’s views: the magnitude of a company’s reduction in net sales, the magnitude of planned downsizing, and the way in which downsizing would be implemented, either through layoffs, job alliances or both. Six qualitatively different personal positions were found. Four of these following positions were expected: (1) never acceptable (15 %), (2) mainly depends on the magnitude of downsizing (22 %), (3) mainly acceptable (17 %) and (4) job alliance (8 %). Two unexpected positions were also observed: (5) drastic measures (8 %) and (6) undetermined (29 %).     

The multichannel customer’s service experience: building satisfaction and trust

Multichannel retailers dominate today’s retail landscape. Practitioners and researchers are particularly interested in understanding how the multichannel strategy helps establishing and developing relationships with customers. Our findings, from 302 customers of multichannel financial services firms, show that frontline employees’ customer facilitation behaviors (traditional channel) have a stronger impact on satisfaction than e-psychological benefits (derived from the company’s Web site), while their positive influence on trust is not significantly different. Implications for theory and practice are discussed.     

Exploring manager’s perspective of service quality strategies in Malaysian Banking Industry

In service industry, the subject of service quality remains crucial as business strive to maintain a comparative advantage in the marketplace. In aftermath of globalization, the operating environment for banking industry has become more dynamic and competitive. Banks have evolved to become diversified financial providers instead of traditional banking-only service providers. With bank placing emphasis on a mutually beneficial bank–customer relationship, customer loyalty must be pursued through repeat purchases. Central to achieving this is often the quality of services offered by the bank should satisfy the customer’s needs. This article attempts to identify any service gaps in Malaysian banking industry and to recommend effective strategies to close these service gaps from bank mangers’ and executives perspectives based on GAPs Model of Service Quality (GAPs Model). Using qualitative data collected from interviews with 30 bank managers and executives, this article provides effectives strategies to close each of the gaps in GAPs Model. It is hoped that the empirical evidences and recommendations provided in this article shed some light to management of banks to improve upon their customer service quality in order to benefit from customer satisfaction, customer loyalty and other behavioural outcomes which will lead to greater competitive advantage and profitability to the banks concerned.     

The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships

The purpose of this article is to investigate the differential influence of product quality and service quality on customer satisfaction (CS) along with the interaction role of warranty presence in the context of automotive dealerships. Survey-based research methodology is adopted in which the population are the car owners who perform repair and maintenance jobs in authorized service centres. It is found that the warranty moderation role is supported wherein the relationship between service quality and CS is strengthened by the warranty presence, contrary to the insignificant relationship between product quality and CS influenced by the warranty moderator; besides, the empirical results provide an evidence that the CS value relies on metrics comprising operational measures for service quality and product quality. The outcome of this study contributes to sensitizing the decision makers from manufacturing and service disciplines to the interdependencies and the prerequisite for overall collaborative development. This study presents the first systematic approach that differentiates the influence of product quality and service quality on CS, wherein the warranty service is primarily introduced as a moderator affecting the antecedent relationship in the context of automotive dealerships.     

A practitioner’s guide to Bayesian estimation of discrete choice dynamic programming models

This paper provides a step-by-step guide to estimating infinite horizon discrete choice dynamic programming (DDP) models using a new Bayesian estimation algorithm (Imai et al., Econometrica 77:1865?C1899, 2009a) (IJC). In the conventional nested fixed point algorithm, most of the information obtained in the past iterations remains unused in the current iteration. In contrast, the IJC algorithm extensively uses the computational results obtained from the past iterations to help solve the DDP model at the current iterated parameter values. Consequently, it has the potential to significantly alleviate the computational burden of estimating DDP models. To illustrate this new estimation method, we use a simple dynamic store choice model where stores offer ??frequent-buyer?? type rewards programs. Our Monte Carlo results demonstrate that the IJC method is able to recover the true parameter values of this model quite precisely. We also show that the IJC method could reduce the estimation time significantly when estimating DDP models with unobserved heterogeneity, especially when the discount factor is close to 1.     

The influence of age on SMEs’ growth determinants: empirical evidence

This paper seeks to investigate whether age is a fundamental characteristic of the relationships between determinants and growth. The empirical evidence obtained allows us to conclude that: (1) age and size are restrictive factors of the growth of young SMEs, but they are not important for the growth of old SMEs; (2) cash flow and debt are of greater relative importance for growth in young SMEs than for growth in old SMEs; (3) R&D intensity and labour productivity are of greater relative importance for growth in old SMEs than for growth in young SMEs; (4) interest on debt is of greater relative importance for diminished growth in young SMEs than for diminished growth in old SMEs; and (5) R&D intensity in situations of financial deficit is of greater relative importance for diminished growth in young SMEs than for diminished growth in old SMEs, but only in context of high-tech SMEs.     

A transformative service research agenda: a study of workers’ well-being

Interest in workers’ well-being is mounting – a key driver being the growing recognition that well-being is linked to performance. Utilizing a transformative service research (TSR) agenda, this study examines how people management practices impact the well-being of hospitality and retail workers. Comparing the experiences of permanent and precarious workers, we find it is not employment practices per se that promulgate feelings of insecurity and inferiority; rather, it is the attributions ascribed to them. This has practical implications. Most notably, some of the deleterious effects of precarious employment might be mitigated where careful attention is paid to the motives underlying an organization’s people management practices. Theoretically, TSR offers a more expansive lens for understanding the social exchange occurring in both employment relationships and service encounters, thus contributing significantly to knowledge on mutual gains theories. These findings and their implications are discussed in detail in the paper.     

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.     

Artistic intervention,intellectual capital,and service innovation: a case study of a Taiwan’s hotel

This study adopts the perspective of artistic intervention to argue that art is a catalyst. Interdisciplinary cooperation between artists and managers prompts artists to enter the corporate world, intervening in organizational routines and operations and thereby promoting service innovation. This paper, which also adopts the perspective of intellectual capital (IC), explores the characteristics of IC management through an in-depth case study of a successful art-focused Taiwanese hotel that has adopted long-term artistic intervention. The results show the importance of analyzing IC as a stock of resources. Hotel managers must emphasize the importance of managing the physical and the intangible resources, and both embedded in employees and processes of hotels. The relationship of a hotel with its external stakeholders and customers are particularly good sources for improving IC and promoting service innovation. This paper has management implications for the artistic interventions of the studied hotel and recommends future research directions.